Portuguese Speaking Customer Service Technical Advisor

Job Description

PLEASE NOTE, THIS IS A PART TIME/ FULL TIME POSITION, AND INCLUDES A SHIFT PATTERN INCLUDING THE WEEKENDS. Fluency in Portuguese is essential to be considered for this role.Spanish would be also an advantage.

Why this job matters

This is an exciting opportunity to be in direct contact with a complex and challenging environment with full support for development and growth.

What you’ll be doing

• Ensure acknowledgement and assignment of new incidents coming from customers and operational teams. Ensure triage and closure
• Interact with resolver groups by assigning tasks and controlling resolution to ensure they are implemented according to SLA target
• Respond to customer requests based on SLAs and quality KPIs
• Apply ITIL best practices and ensure clear processes are followed as per work instructions
• Ensure updates and high level of quality in communication about the progress of the requests to users and managers
• Ensure the right individuals allocated for customer critical tasks

This role will suit you if you have the following skills:

Soft skills:
• Ability to meet the customers’ needs in line with the business requirements
• Working with a cooperative and positive attitude in a group setting to achieve common goals
• Communicating effectively and efficiently while adapting to your audience and getting the message through as intended
• Ability to comprehend and to oversee various aspects of a problem or a situation
• Focusing on all aspects and details of a task and delivering your output with a high level of accuracy

Professional skills:

• Customer communication in English
• Experience with network monitoring is an advantage
• Network troubleshooting is an advantage
• Cisco certification is an advantage

Language skills:
• English on a fluent level
• Spanish or Portuguese on a fluent level is a must. Both languages on fluent level is advantage.

The skills you’ll need

TroubleshootingCustomer ServiceEscalation ManagementContinuous ImprovementVendor ManagementNetwork DeliveryNetwork SecurityNetwork TestingNetwork ConfigurationTechnical DocumentationNetwork IntegrationNetwork ImplementationRequirements ManagementIncident ManagementEvent PlanningDecision MakingGrowth MindsetInclusive Leadership

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.