Overview:
We're seeking a Service Desk Administrator (SDA) - Portuguese with excellent customer service skills to serve as a communication channel between customers and the technical team. You will manage customer expectations and set the organizational standard for customer engagement.
**Driving exceptional outcomes with purpose-built solutions.**
Tek Experts is a tech services and support company focused on delivering specialized and unique solutions for clients. We're problem solvers, engagers, and creative thinkers who always strive to help our customers succeed. Our agile, relationship-based support helps the largest, most innovative enterprises thrive. If you crave problem-solving, finding improvement in process, learning, and working within a diverse global team, you're the fit we're looking for. Join our global team of experts and grow your IT career with us.
**Responsibilities**:
The Sales Support & Customer Care (SSCC) team is a unified group that supports Micro Focus sales operations, entitlements, post-sales and Customer Success. As a member of the SSCC team, your typical day will be a balance between individual reporting efforts and collaboration with your teammates to share best practices and understand each other's goals. Daily workflows often begin with reviewing priorities and assignments and include communicating with case stakeholders, investigating requests, and internally collaborating with sales or internal support teams.
**This role will**:
- Mediate between customers and the technical team.
- Document customer requests in appropriate tracking tools to maintain information and track success.
- Monitor incoming requests and ensure that all client tickets are assigned, checked, and updated daily, following up to ensure that issues are resolved completely, accurately, and timely.
- Prepare reports on customer inquiries and handling.
- Participate in forums, chat groups, and attend trainings and meetings with direct managers.
- Adhere to all internal and client policies and procedures and monitor queue to ensure fulfilment of service level agreements.
- Serve as back-up for colleagues as needed, ensuring case progress.
Qualifications:
**Sales Support & Customer Care is a good fit for you if**:
- You're customer-obsessed, take the initiative, and exceed expectations.
- You have a passion for IT solutions & service.
- You have excellent communication and negotiation skills.
- You're self-motivated and accountable for meeting your obligations.
- You're good at maintaining positive working relationships.
- You have experience in multicultural environments.
**In this role**:
- Up to 1 years of experience in customer service or support preferred, with demonstrated understanding of customer service environment and solutions.
- Proficiency in both written and spoken English and Portuguese.
- Higher-level education preferred.
- Proficiency in MS Office required.
- Familiarity with customer support hardware/software/operating systems/cloud computing required.
- Customer obsession, initiative, and drive to exceed expectations required.
- Creativity, adaptability, and strong problem-solving skills required.
- Ability to work independently but know when to collaborate required.
