Overview

Over 20 years of market experience, Intellias brings together technologists, creators and innovators in Europe, North and Latin America, and the Middle East. Join our international team and take the mission to solve the advanced tech challenges of tomorrow!

Project Overview:

  • Join our team and immerse yourself in the dynamic world of innovative global companies, including Fortune 500 leaders across diverse industries such as Mobility, Retail, Financial Services & Insurance (FS&I), Travel & Hospitality, Telecom & Media, and more. As a pivotal member of our cross-functional Support Team, you will play a crucial role in driving operational excellence and elevating the customer experience for users of cutting-edge technology solutions developed for—and in collaboration with—Intellias’s esteemed clients. This is your chance to make a significant impact in a role that promises not just challenges but also rewarding experiences in a vibrant, supportive environment.

Requirements:

  • 1+ years of experience in a support role;
  • Good technical aptitude and understanding of software applications, databases, operating systems, or networking concepts;
  • Problem-solving and troubleshooting skills with the ability to analyze complex technical issues and provide effective solutions;
  • Experience with different operating systems;
  • Understanding of cloud security best practices and principles;
  • Customer-focused mindset with a passion for delivering exceptional customer support and building positive customer relationships;
  • Good communication, and interpersonal skills, with the ability to convey technical information clearly to non-technical customers;
  • Ability to manage multiple customer cases simultaneously, adhering to SLAs and maintaining attention to detail;
  • Understanding of Incident and Problem management processes, ticketing systems (Jira, ServiceNow, etc.), and support tools;
  • Experience in documenting support cases, resolutions, or knowledge-base articles;
  • Ability to work effectively both independently and in a team-oriented environment;
  • Continuous learning mindset to keep up with evolving technologies and products;
  • Readiness to work 24/7 shifts schedule.

Responsibilities:

  • Response to support incidents via defined communication channel;
  • Investigation of real-time incidents;
  • Be reliable, friendly and trustworthy frontline of the support/service desk;
  • Provide consultations and advices to users;
  • Report any out-of-scope issues, that cannot be resolved;
  • Take part in issue escalation and progress tracking;
  • Gather and report issue occurrence and resolution statistics;
  • Elaborate ideas on improving and optimizing support activities;
  • Ensure enterprise systems and business continuity;
  • Process, analyze incidents and monitor their fixing;
  • Be ready to take a role of Incident Manager in case of Major Incidents;
  • Ensure that RCA provided/documented for each critical incident (Postmortem);
  • Provide communication with external vendor;
  • Concentrate on providing best value for users.

What we offer:

  • 22 days of annual leave per year + 3 paid sick leaves;
  • Flexible working hours & hybrid work model;
  • Permanent contract;
  • Health Insurance (employee);
  • Modern, well-equipped office in the centre of Porto;
  • Intellias Communities (Tech, Language Clubs, Sports, Books, Parents);
  • Coverflex benefits;
  • Snacks and drinks at the office;
  • Access to discount platform.

Source ⇲

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