French-speaking Customer Service Help Desk - 100% Remote - Based in Portugal

Alphanumeric is hiring a French-speaking Customer Service Helpdesk to work from home providing level one technical support in English/Portuguese to clinical clienteles via inbound calls, emails and tickets. Our positions don't involve any sales or providing medical advice.

Please be aware 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 should I apply, you may ask?

• Fully remote position, from wherever you want 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.

Position Summary:

• 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

Essential Functions and Responsibilities:

• Provide service desk support to contracted clients
• Use defined procedures for responding to customer calls
• Collect information from caller and document data elements in designated tool
• Maintain records of all calls from customers using 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