Call Center IT Agent (Trilingual)

About the role

We are looking for a Trilingual Call Center IT Agent to provide first‑line technical assistance to end‑users across multiple channels. The successful candidate will troubleshoot hardware, software, and network issues while communicating fluently in Spanish, English, and Portuguese.

Key responsibilities

• Serve as the initial point of contact for IT incidents via phone, email, chat, virtual appointments, or portal.
• Diagnose and resolve hardware, software, and connectivity problems.
• Log, prioritize, and manage support tickets using ticketing platforms.
• Escalate complex issues following ITIL best‑practice procedures.
• Document solutions and contribute to knowledge‑base articles.

Required profile

• Associate degree in Computer Science or a related field (completed or in progress).
• Minimum three years of experience in customer service or technical support (preferred).
• Proficiency at B2 level in English and Portuguese; native or fluent Spanish.
• Familiarity with ITIL principles is a plus.

Required skills

• Experience with ticketing systems such as ServiceNow, Jira, Service Manager, or Remedy.
• Knowledge of hardware, operating systems, and network troubleshooting.
• Certifications (optional but advantageous): CompTIA A+, CompTIA Network+, Microsoft Certified Desktop Support Technician (MCDST).