Alphanumeric is hiring a French-speaking Customer Service Help Desk to work from home. You'll provide level one technical support in English/Portuguese to clinical clients through inbound calls, emails, and tickets. Note that these positions don't involve any sales or medical advice. Please note that we can only hire people already based in Portugal with fully legal and valid documentation to work in Portugal (fiscal number, social insurance number, and title of residence if you're not a citizen). If you do not meet these requirements, please do not apply. Please apply with your resume in English.
🤔 Why Apply?
- Fully remote position, from anywhere in Portugal
- Working hours: Flexible schedule, availability to work MON to FRI in Portugal + USA business hours
- The training weeks will be 4 and the schedule is from 13h00 - 22h00 (Portugal) // after completing the training you will have the normal shift.
- Salary of 13.500€ gross/year (divided in 12 or 14 payments, as you wish).
- Start date: ASAP
- Teleworking of 50€ gross fixed per month
- Private health insurance
- Full training provided and dozens of E-Learning courses available
- No mandatory need for a college/university degree
✅ Mandatory Requirements:
- Fluent in French and English.
- Legal documentation to work in Portugal (fiscal number, social insurance number, and work permit if not an EU citizen)
- Experience in Customer Service, IT Support, Technical Support, or related fields.
💼 The Role: Provide Service Desk support to external customers and users. Receive, document, and track all incoming customer/user calls for immediate remedy and closure. Utilize computer and database information to update incident status. Serve as the single point of contact (SPOC) for incidents, including owning the call through closure.
✨ Responsibilities (What You’ll Do):
- Provide service desk support to contracted clients
- Use defined procedures for responding to customer calls
- Collect information from the caller and document data elements in the designated tool
- Maintain records of all calls from customers using the designated Service Management tool
- Provide detailed documentation of all steps involved in resolving customer issues
- Escalate issues to the appropriate department and personnel
- Investigate, examine, troubleshoot, and solve hardware and software issues quickly
- Maintain a pleasant demeanor and attitude in the day-to-day communication and interface with customers