Supervisor Service Desk - Portuguese

Our requirements

• Bachelor’s degree or equivalent combination of education and relevant work experience.
• Typically 4–5 years of experience in Service Desk Support or a related customer support environment.
• Previous experience leading, supervising, coaching, or mentoring a team is preferred.
• Fluent business English skills, both written and spoken.
• Portuguese language preferred.
• Strong customer service, communication, problem-solving, and organizational skills.
• Ability to prioritize effectively and make sound decisions in a fast-paced service environment.

Your responsibilities

• Provide frontline leadership, supervision, coaching, and guidance to the Service Desk team.
• Oversee daily team activities and ensure work is completed accurately, efficiently, and within established deadlines.
• Assign tasks, set priorities, monitor progress, and make adjustments to maintain high levels of customer service.
• Support customers with service requests, including trouble tickets, calls, emails, and chat inquiries.
• Assist customers with orders and provide information regarding order status, changes, and returns.
• Address customer questions, comments, and complaints related to products.
• Perform technical and administrative tasks within established operational guidelines when required.
• Ensure compliance with Service Desk and company standards, policies, and procedures.
• Train and develop team members, providing ongoing guidance and support to help them succeed.
• Monitor and evaluate team performance against operational goals and key transactional success measures.
• Identify and address issues proactively, escalating complex matters to higher-level management when appropriate.
• Contribute to a positive, collaborative team environment focused on continuous improvement and customer satisfaction.

Pay Transparency Statement

What we offer

• Contract of employment
• Over 8000 industry recognized trainings
• Various options of development
• Being part of a multicultural team
• Possibility to use foreign languages on a daily basis
• Teamworking and supportive atmosphere in our teams
• Life insurance,
• Private medical care,
• Sport card, 26 days of holiday regardless seniority,
• Possibility of hybrid work after the initial training phase.
• Employee referral programme.

Benefits

• sharing the costs of sports activities
• private medical care
• life insurance
• employee referral program

Diebold Nixdorf