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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Proficient in delivering customer-focused IT support in both Portuguese and Spanish, with a strong emphasis on service excellence and quality. Experienced in utilizing ITSM tools and managing service desk operations effectively.
Highest-signal resume keywords
Advanced Conversational SpanishStrong Written Portuguese SkillsKnowledge of ITSM ToolsExperience in Service Desk OperationsITIL 4 Certification
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
ServiceNowIncident ManagementService Request ManagementActive DirectoryPassword Resets
Soft Skills
Strong Communication SkillsInterpersonal SkillsCustomer-FocusedDependableMaturity in Crisis Management
Certifications & Qualifications
ITIL 4
Industry Keywords
IT SupportService Desk OperationsCustomer ExperienceTeam Collaboration
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Handle phone calls in Portuguese and Spanish
- Monitor the IT support mailbox
- Create incidents and service requests in ServiceNow
- Resolve incidents and service requests within the scope of eligibility
- Resolve simple issues, such as password resets
- Assign tickets to other IT support teams
- Complete simple requests that take only a few minutes
- Assign more complex requests to the administrator and other IT teams
- Deliver customer-focused support with an emphasis on service excellence and quality
Requirements
What you’ll need- Advanced conversational Spanish
- Knowledge of ITSM tools
- Deliver an excellent customer experience over the phone
- Preferred qualifications: Experience in service desk operations, ITIL 4, and Active Directory
- Strong communication skills and the ability to express yourself clearly when building relationships
- Strong written Portuguese skills
- Customer-focused, dependable with attendance, and responsible for managing working hours
- Strong interpersonal skills to foster team collaboration and synergy
- Maturity when handling crises and new challenges
Benefits
Comp & perks- Employment under Brazilian labor law (CLT)
- Remote work
- Meal or food allowance
- Discounts on courses, universities, and language institutions
- Stefanini Academy — a platform offering free, up-to-date online courses with certificates
- Mentoring
- Benefits club offering discounts on consultations and medical tests
- Medical insurance
- Dental insurance
- Benefits and discounts at leading establishments
- Travel club
- Pet benefits program