Details Job Description • Provide technical end-user support via telephone and email • Respond to end-user problems based on standard procedures. • Must correctly track incidents and calls, including but not limited to entering data into the database timely and accurately. • Log remotely into client's computer and help them solve software issues; • Document issues on a daily basis into the ticketing system, and follow up on existing tickets; • Troubleshoot hardware, software and network related issues; • Escalate problems to the next level of support when necessary; • Be a team player that shows Adaptability Flexibility and perseverance in managing a good working relationship with clients and colleagues; • Show willingness to help people in having continuity in their computer-based activity; • Be able to communicate problems/issues to customers in a non-technical manner. • Be able to multitask Job Requirements Details • Fully bilingual PORTUGUESE - ENGLISH • High school diploma or equivalent required • Knowledge of Microsoft Office / O365 is a must • Some knowledge of iOS / Mac / iPhone, iPad troubleshooting is a must • Mobile device registration and support knowledge is desirable • Browser troubleshooting knowledge, specifically Chrome and Edge • 0-1 year's retail call center experience a plus • Requires excellent customer service skills • Solid foundation of Personal Computer experience • Ability to work in a team environment • Schedule availability is a must, shifts rotate, even weekends. • Availability to work Monday - Sunday shifts from 6am - 11pm, any shift assigned • Excellent in oral and written English communication, as well as in Portuguese • Familiarity and good working knowledge in PC hardware and software diagnosis and troubleshooting. • Familiarity with ticketing system, a strong advantage (service now, zen desk, remedy force, os ticket, etc.). • Able to take several calls a day and multitasking with email • Excellent typing skills