Service Desk Agent English & Portuguese

Enthuse customers and provide best experience through excellent remote support and communication.

Your benefits

- Internal career development program
Food Allowance
- -> Net Allowance

Your skills

- English and Portuguese proficiency at B2–C1 level (written and verbal communication).
- Strong organisational skills with the ability to effectively prioritise tasks and manage workload.
- Good knowledge of the ticketing tool
- Previous experience in a Help Desk, Service Desk, or IT Support environment is considered an advantage.
- Willingness to work rotating shifts between 7:00 AM and 7:00 PM from our office in Querétaro.
- Availability to work onsite and, when required, cover weekend shifts.

Your tasks

Hemmersbach is looking for a Service Desk Agent This role supports end users across multiple locations worldwide and serves as the first point of contact for technical issues and service requests. The position requires strong customer service, troubleshooting abilities,



and a commitment to meeting service levels.

Key Responsibilities:

- Remotely connect with end-users to provide L1 support via phone or email in a timely manner
- Analyse and troubleshoot basic technical problems and implement correct resolutions
- Review customer feedback related to customer entitlement and case management and analyze the relevant statistics
- Support users located in different countries and time zones.

Be part of us

Hemmersbach provides IT infrastructure services in more than 190 countries with 50 own subsidiaries. We deliver exclusively for the leading companies in the IT industry. We go the extra mile – we not only simply enthuse our customers, but also make the world a better place: 20% of our profits go into our Direct Actions Hemmersbach Rhino Force and Hemmersbach Kids’ Family. That’s why Hemmersbach is The Social Purpose IT Company.

📌 Service Desk Agent English and Portuguese (Santiago de Querétaro)
🏢 Hemmersbach Nordamerika
📍 Santiago de Querétaro