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Technical Support Representative-Brazilian Portuguese Speaking

Technical Operations | Portsmouth, NH | Full Time

Job Description

Who we are:

GlobalSign is the leading provider of trusted identity and security solutions enabling businesses, large enterprises, cloud service providers and IoT innovators around the world to secure online communications, manage millions of verified digital identities and automate authentication and encryption. Its high-scale PKI and identity and access management (IAM) solutions support the billions of services, devices, people and things comprising the Internet of Everything (IoE). The company has offices in the Americas, Europe and Asia.

Who we’re looking for: (We are looking for local candidates only: NH, ME & MA)

As a member of the GlobalSign Technical Support team, the person in this role works across our customer base providing technical support and diagnostics for inbound phone, chat, and email support inquiries.  Excellent customer service and phone etiquette are essential to this position. 

Responsibilities:

  • Respond to first level customer inquiries about GlobalSign Security Service products
  • Analyze basic customer issues to identify problem area(s) and recommend and take corrective action
  • Provide superior technical service and build successful long-term relationships with external clients to ensure customer loyalty
  • Develop and publish common question and answer documentation to be included in GlobalSign’s Knowledge Base
  • Actively contribute to Web self-help by using Knowledge Centered Support (KCS) principles
  • Demonstrate ability and compliance by other team members to accurately gather information and document customer issues through a CRM tool and develop meaningful reports based on GlobalSign’s KPI requirements
  • Actively support achievement of team goals, objectives and compliance with contractual service level agreements (SLA)
  • Achieve and maintain high levels of customer satisfaction

Qualifications:

  • Must be able to fluent in Brazilian Portuguese (reading and speaking)
  • Must successfully pass Background Check to achieve and maintain trusted employee status and provide a minimum of three (3) professional, contactable references and proof of education (Diploma or College Transcripts
  • 0-2 years technical support or IT experience interfacing with external clients
  • Minimum of a AS in Computer Science, related technical degree, or equivalent work experience
  • Working knowledge of Microsoft Office Suite, Server, Adobe products
  • Basic understanding of networking protocols and devices, Web servers and VPN
  • Customer-focused and can demonstrate mastery of customer service skills
  • Good problem solving and analytical skills
  • Ability to work individually as well as in a team environment
  • Excellent written and oral communication
  • Must successfully pass Background Check to achieve and maintain trusted employee status
  • Experience using a customer databases in a support environment

If this sounds like it could be you, please send us a cover letter along with your current resume.

BENEFITS:

GlobalSign is an equal opportunity employer with locations all over the world. Aside from being a great place to work, full-time employees experience an exceptional benefits package that includes:

  • Harvard Pilgrim Health Care Plan with 80% employer-paid premiums
  • Delta Dental Insurance at a reduced Group Rate
  • 401(k) Plan with Employer-Match
  • Additional AFLAC Plans
  • Company-paid Mutual of Omaha Life Insurance Plan
  • Company-paid Mutual Of Omaha Short Term & Long Term Disability Insurance
  • Ten paid holidays, plus 2 additional personal days
  • Generous Paid Time Off (PTO)
  • $1,000 Employee Referral Bonus

PLEASE, NO PHONE CALLS OR RECRUITERS.