Associate Tech Support Portuguese

Company Description

Re:Sources is the backbone of Publicis Groupe, the world’s third-largest communications group. Formed in 1998 as a small team to service a few Publicis Groupe firms, Re:Sources has grown to 4,000+ people servicing a global network of prestigious advertising, public relations, media, healthcare and digital marketing agencies. We provide technology solutions and business services including finance, accounting, legal, benefits, procurement, tax, real estate, treasury and risk management to help Publicis Groupe agencies do what they do best: create and innovate for their clients. In addition to providing essential, everyday services to our agencies, Re:Sources develops and implements platforms, applications and tools to enhance productivity, encourage collaboration and enable professional and personal development. We continually transform to keep pace with our ever-changing communications industry and thrive on a spirit of innovation felt around the globe. With our support, Publicis Groupe agencies continue to create and deliver award-winning campaigns for their clients.

Overview

The associate will provide technical support to Publicis agencies globally regarding passwords, networking, and several group platforms.

Responsibilities

Take ownership

• Manage customer-reported issues from start to finish, ensuring resolution in a timely manner.

Diagnose & troubleshoot

• Research, diagnose, and identify solutions to resolve system issues.

Problem solving

• Ask insightful questions to quickly understand the root causes of customer issues.

Effective escalation

• Follow standard procedures for escalating unresolved issues to the appropriate internal teams.

Track & log

• Ensure all issues are logged and tracked through to resolution, maintaining detailed records.

Follow-up

• Communicate with clients post-resolution to confirm that IT systems are fully functional.

Documentation

• Keep technical knowledge and updates documented in IT/customer notes within tickets.

Multitasking

• Prioritize and manage multiple unresolved problems, ensuring nothing is overlooked.

Client communication

• Maintain clear communication with clients via phone, email, and chat until their technical issues are fully resolved.

Qualifications

Education

• Technical, university studies, or bachelor's degree in Information Technology or related field.

Experience

• At least 1 year experience in information technology or technical support.
• 24/7 environment support model.

Language Skills

• English B2 (oral and written skills).
• Portuguese Intermediate level

Technical Skills

• Good understanding of software/hardware platforms, OS, Network and voice infrastructure.

• Working knowledge of security software options and functionality preferred.

• Familiarity with remote desktop applications and help desk software (eg. Bomgar).

• Extensive familiarity with Windows operating systems and MS Office products.
• Additional certification in Microsoft, Cisco or similar technologies.
• ServiceNow knowledge.(good to have)
• Additional certification in Microsoft, Cisco or similar technologies.(good to have)

Soft Skills

• Strong communication, interpersonal and analytical skills to effectively communicate with all levels of employees. Excellent multitasking skills.

• Outstanding customer service skills and dedication to providing exceptional customer care.
• Ability to work in fast paced self-directed environment.
• Must be self-motivator and self-starter.
• Exceptional listening and analytical skills.