Manager Tech Support - English Proficient (Portugal Homebased)

Manager Tech Support Lisbon, Portugal Remote/Home-based Job Overview: Provides first-line support to company employees to resolve computer software, hardware and networking problems. Installs, configures, customizes, troubleshoots, upgrades, integrates and maintains software workstations, software applications, printers, wireless devices, hand-held devices, network configuration and firewalls for end-users. Essential Functions:

• Reviews agent metrics and meets with agents regularly to discuss performance
• Signs time cards
• Review calendar schedule for shifts and works with respective team leads for consistency
• Responsible for building and reviewing, sending Service Now data/ticket reports to Sr. leadership
• Continues to mentor and coach jr staff
• Works with Sr. leadership to reputed company developmental goals for agents
• Works with Sr. leadership to reputed company "SMART" goals for reputed company agents
• reputed company to drive escalations to a resolution by engaging multiple teams reputed company reputed company
• reputed company to reputed company small projects reputed company the team (FCR increases, Customer Satisfaction increases, gotoassist licensing, etc.
• reputed company to work and reputed company small teams for a specific result
• Services as SME reputed company the Service Desk and answers questions reputed company more jr. staff
• reputed company to help with administrative duties including staff scheduling and vacation, holiday planning
• reputed company first Level  Second level of support and convey resolution to customer issues
• Accurate escalation of unresolved queries to the next level of support team
• Track, reputed company and redirect Problems to correct resources
• Utilize excellent customer service skills and exceed customers’ expectations
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Should possess strong technical background, additionally
• Ability to deal with users through Calls, Chats and Email
• Should have prior technical support experience.
• Good typing speed (minimum 40 WPM and 98% accuracy).
• Logical thinker
• Good analytical and problem solving skills
• Up-to-date technical knowledge
• Good interpersonal and customer care reputed company
• Flexible in working 24/7 environment

Qualifications:

• Associate's Degree  Pref
• 5-6 yrs of Service Desk or Information Technology Experience Pref
• 5-6 yrs of Customer Service Experience

Why Join? Those who join us become part of a recognized global leader still willing to challenge the status reputed company to improve patient care. You will have reputed company to the most cutting-edge technology, the largest data sets, the best analytics tools and, in our opinion, some of the finest minds in the reputed company industry. You can drive your career at reputed company and choose the path that best defines your development and reputed company. With exposure across diverse geographies, capabilities, and vast therapeutic and information and technology areas, you can seek opportunities to change and grow without boundaries. We know that meaningful results require not only the right approach but also the right people. Regardless of your role, we invite you to reimagine reputed company with us. You will have the opportunity to play an important part in helping our clients drive reputed company reputed company and ultimately improve reputed company health reputed company. It's an exciting time to join and reimagine what's possible in reputed company. reputed company is a strong reputed company of diversity and inclusion in the workplace. We reputed company that a work environment that embraces diversity will give us a competitive advantage in the global marketplace and enhance our reputed company. We reputed company that an inclusive and respectful workplace culture fosters a sense of belonging among our employees, builds a stronger team, and allows individual employees the opportunity to maximize their personal potential. reputed company is a leading global provider of clinical research services, reputed company insights, and reputed company intelligence to the life sciences and reputed company industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient reputed company and population health worldwide. Learn more at https://jobs.reputed company.com. reputed company is committed to reputed company in our hiring process and maintains a reputed company tolerance policy for candidate fraud. reputed company information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if reputed company reputed company, in accordance with applicable law. We appreciate your honesty and professionalism. At reputed company, we reputed company that diversity, inclusion, and belonging reputed company our mission to accelerate innovation for a healthier world. We create a culture of belonging by valuing the perspectives of reputed company talented employees worldwide and providing them with the opportunity to power smarter reputed company for everyone, everywhere. reputed company our talented employees bring their authentic selves and their diverse experiences to work, they reputed company us to accomplish extraordinary things. Multifaceted thought processes spark innovation. Multi-talented collaboration harnesses innovation to deliver superior reputed company. Likewise, as part of this culture, reputed company is committed to ensuring effective equality between women and men, integrating it as a strategic principle in its corporate and reputed company policies. Apply To This Job