Technical Customer Service Representative (Trilingual, Hybrid)

About the role

The Technical Customer Service Representative provides high‑quality, accurate resolutions to internal Citi employees via phone or email, ensuring service objectives are met. The role requires fluency in Portuguese, English and a third language, and operates in a hybrid work environment.

Key responsibilities

• Submit tickets for Citi employees with accurate location, phone, and description details.
• Escalate emergencies to building managers and identify solutions to customer inquiries.
• Document requests accurately in the database and meet individual and team performance targets.
• Communicate with managers and team members about problems, solutions, and trends.

Required profile

• Fluent verbal and written Portuguese (minimum 85% proficiency).
• Fluent verbal and written English (minimum 85% proficiency).
• Schedule flexibility, reliable internet (minimum 50 Mbps download), and ability to work under pressure.
• Strong interpersonal communication, problem‑solving, and customer‑service orientation.

Required skills

• Working knowledge of Microsoft Office (Outlook, Word, PowerPoint, Excel).
• IT Essentials knowledge and ability to identify PC components and their functions.
• Troubleshooting hardware and software issues, including Windows 7/8/8.1/10.
• Basic troubleshooting of graphics and networking issues (desired).