187 Service Providers jobs in Ulhasnagar
Help Desk Associate
Posted 3 days ago
Job Viewed
Job Description
We’re Hiring: Associate – Help Desk (Portuguese, Spanish & English-speaking)
Location: Pune, India (Remote)
Shifts: 24/7 Rotational (including night shifts)
Work Days: 5 days/week
We are currently hiring for one of our esteemed clients , a global SaaS provider in the enterprise technology space, known for innovation, operational excellence, and an inclusive work culture. If you’re a skilled communicator fluent in Portuguese, Spanish and English , with a passion for tech support — this opportunity is for you!
Role Overview:
As an Associate – Help Desk , you’ll be the first point of contact for users across global regions. You’ll handle technical support related to mobile devices and services through calls, emails, and chats , while working closely with international teams to ensure efficient and timely issue resolution.
Key Responsibilities:
- Provide multilingual customer support (Portuguese,Spanish & English ) via phone, chat, and email
- Troubleshoot mobile device and connectivity issues
- Log and manage service tickets accurately and efficiently
- Liaise with telecom providers and internal teams to resolve service-related issues
- Ensure adherence to SLAs and KPIs
- Act as a liaison between end-users and technical teams for complex queries
Ideal Candidate Profile:
- 2–6 years of experience in international voice process / technical support
- Excellent communication skills in Portuguese,Spanish & English
- Ability to work in a 24/7 rotational shift environment (including night shifts)
- Strong troubleshooting and problem-solving skills
- Experience with mobile technologies and ticketing tools is a plus
- Self-starter with a collaborative mindset and attention to detail
Ready to take the next step in your support career?
Send your resume to:
#HiringNow #HelpDeskJobs #TechSupport #PortugueseJobs #SpanishJobs #RemoteJobs #CustomerSupport #InternationalProcess #ITSupport #PuneJobs #HybridJobs #BilingualSupport #JobAlert #CareerOpportunity
Help Desk Associate
Posted 3 days ago
Job Viewed
Job Description
We’re Hiring: Associate – Help Desk (Portuguese, Spanish & English-speaking)
Location: Pune, India (Remote)
Shifts: 24/7 Rotational (including night shifts)
Work Days: 5 days/week
We are currently hiring for one of our esteemed clients , a global SaaS provider in the enterprise technology space, known for innovation, operational excellence, and an inclusive work culture. If you’re a skilled communicator fluent in Portuguese, Spanish and English , with a passion for tech support — this opportunity is for you!
Role Overview:
As an Associate – Help Desk , you’ll be the first point of contact for users across global regions. You’ll handle technical support related to mobile devices and services through calls, emails, and chats , while working closely with international teams to ensure efficient and timely issue resolution.
Key Responsibilities:
- Provide multilingual customer support (Portuguese,Spanish & English ) via phone, chat, and email
- Troubleshoot mobile device and connectivity issues
- Log and manage service tickets accurately and efficiently
- Liaise with telecom providers and internal teams to resolve service-related issues
- Ensure adherence to SLAs and KPIs
- Act as a liaison between end-users and technical teams for complex queries
Ideal Candidate Profile:
- 2–6 years of experience in international voice process / technical support
- Excellent communication skills in Portuguese,Spanish & English
- Ability to work in a 24/7 rotational shift environment (including night shifts)
- Strong troubleshooting and problem-solving skills
- Experience with mobile technologies and ticketing tools is a plus
- Self-starter with a collaborative mindset and attention to detail
Ready to take the next step in your support career?
Send your resume to:
#HiringNow #HelpDeskJobs #TechSupport #PortugueseJobs #SpanishJobs #RemoteJobs #CustomerSupport #InternationalProcess #ITSupport #PuneJobs #HybridJobs #BilingualSupport #JobAlert #CareerOpportunity
Help Desk Technician
Posted today
Job Viewed
Job Description
***Are you a Seasoned Helpdesk Technician looking for your next challenge in a progressive role to develop in your career? ***
If so, then this is the perfect role for you!
About The Company
You will be part of a highly approachable team of fun-loving IT experts. As part of our exciting expansion plans, we are looking for Helpdesk Technician/Engineers to join our growing team.
This is a fantastic opportunity to become an integral part of an innovative, down-to-earth and rapidly growing in-house IT company, part of a larger multi million-pound enterprise group.
Responsibilities:
- Support the wider business with reporting, including testing and maintenance of their software and implementing IT systems and applications.
- Administer and support various systems such as Windows Server and various Linux O/S.
- Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction.
- Maintaining systems and processes within IT
- Assist the Helpdesk function of the wider group
Essential Skills
- Previous Helpdesk experience
- Excellent interpersonal, communication skills and phone etiquette
- Enthusiasm for helping others
- Excellent English speaking skills
- Windows Server (all versions)
- Microsoft Exchange
- Linux OS
- Remote Support
- Experience with SQL
- Very good understanding of Networks (DHCP, DNS, etc)
- Fortinet experience desirable but not necessary
Please only apply if you have the right skills and certifications, this is a Senior Role reporting to IT Manager.
Help Desk Technician
Posted today
Job Viewed
Job Description
***Are you a Seasoned Helpdesk Technician looking for your next challenge in a progressive role to develop in your career? ***
If so, then this is the perfect role for you!
About The Company
You will be part of a highly approachable team of fun-loving IT experts. As part of our exciting expansion plans, we are looking for Helpdesk Technician/Engineers to join our growing team.
This is a fantastic opportunity to become an integral part of an innovative, down-to-earth and rapidly growing in-house IT company, part of a larger multi million-pound enterprise group.
Responsibilities:
- Support the wider business with reporting, including testing and maintenance of their software and implementing IT systems and applications.
- Administer and support various systems such as Windows Server and various Linux O/S.
- Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction.
- Maintaining systems and processes within IT
- Assist the Helpdesk function of the wider group
Essential Skills
- Previous Helpdesk experience
- Excellent interpersonal, communication skills and phone etiquette
- Enthusiasm for helping others
- Excellent English speaking skills
- Windows Server (all versions)
- Microsoft Exchange
- Linux OS
- Remote Support
- Experience with SQL
- Very good understanding of Networks (DHCP, DNS, etc)
- Fortinet experience desirable but not necessary
Please only apply if you have the right skills and certifications, this is a Senior Role reporting to IT Manager.
IT Help Desk Specialist Level 2
Posted 2 days ago
Job Viewed
Job Description
Role: IT Help Desk Specialist Level 2
Work Location: Thane, Maharashtra
Total Experience: 3+years
Shift: US Shift Hours & Rotational Shift
We are seeking an experienced Help Desk Specialist Level 2 to join our 24x7 NOC, SOC, and Help Desk division. The ideal candidate will be skilled in troubleshooting, configuring, and maintaining a variety of devices across Windows, Mac, and cloud environments for multiple clients and their end-users. You will provide exceptional support via remote tools, manage support tickets, and contribute to a highly dynamic, fast-paced environment . A strong proficiency in Office 365 configuration and troubleshooting is required, along with solid documentation practices. Additionally, knowledge of Azure, AWS , and cloud infrastructure is highly desirable.
Key Responsibilities:
Technical Support & Troubleshooting:
- Provide L2 support for Windows & Mac platforms across multiple clients and client-site locations.
- Troubleshoot and resolve complex issues related to O365, Windows, Mac OS , networking, hardware, and software configurations.
- Utilize remote support tools to connect to end-user devices and efficiently resolve issues in a timely manner.
- Assist in diagnosing, repairing, and troubleshooting system-level problems for client devices and environments.
- Ensure that all technical issues are resolved with a focus on quality, efficiency , and minimal disruption to clients.
Ticket Management & Documentation:
- Effectively manage and update support tickets in the ticketing system, ensuring timely resolution and proper escalation when necessary.
- Maintain comprehensive, accurate documentation for all troubleshooting steps, resolutions, and procedures.
- Track recurring issues and collaborate with senior engineers for resolution and continuous improvement of support processes.
System Configuration & Maintenance:
- Configure and maintain Office 365 applications, including Exchange, SharePoint, Teams, and OneDrive.
- Perform regular system and application updates, patch management , and preventive maintenance on client devices and networks.
- Use checklists and planning skills for maintenance activities to ensure smooth operations and minimal service disruption.
Collaboration & Client Interaction:
- Collaborate with the NOC and SOC teams to escalate and resolve critical incidents affecting client systems or network security.
- Provide clear, effective communication to end-users during troubleshooting and resolution, ensuring they are informed of progress and outcomes.
- Serve as a liaison between the Help Desk and more advanced support levels (L3), escalating issues as required.
Cloud Infrastructure & Security Awareness:
- Assist clients with cloud-based infrastructure support, including Azure, AWS, and cloud environments .
- Ensure client devices are configured securely, implementing security best practices in coordination with SOC teams.
Required Skills and Qualifications:
- 3-5 years of experience in Helpdesk L2 Support , including 24x7 NOC, SOC , or IT support .
- Strong experience troubleshooting and maintaining Windows, Mac OS environments, including hardware, software, and network configurations.
- Advanced skills in Office 365 configuration and troubleshooting (Exchange, Teams, OneDrive, SharePoint).
- Proficient in troubleshooting remote support tools (e.g., RDP, AnyDesk, TeamViewer).
- Solid L1 to L2 support skills , including device troubleshooting, software installation, patching, and configuration.
- Strong experience in ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk).
- Familiarity with cloud platforms like Azure, AWS , and knowledge of cloud infrastructure is a plus.
- Ability to plan and execute maintenance activities, ensuring minimal disruption to client operations.
- Excellent documentation skills, with attention to detail in creating clear and structured records .
Preferred Certifications:
- CompTIA A+, Network+, or Security+
- Microsoft Certified: Modern Desktop Administrator Associate
- AWS Certified Solutions Architect (or similar)
- Azure Administrator certification (preferred)
- ITIL Foundation
Why Join Us?
- Work in a dynamic, 24x7 support environment , directly impacting client success.
- Opportunity to work with cutting-edge cloud technologies and enterprise-level systems .
- Competitive salary , benefits, and opportunities for growth and career advancement .
IT Help Desk Specialist Level 2
Posted 2 days ago
Job Viewed
Job Description
Role: IT Help Desk Specialist Level 2
Work Location: Thane, Maharashtra
Total Experience: 3+years
Shift: US Shift Hours & Rotational Shift
We are seeking an experienced Help Desk Specialist Level 2 to join our 24x7 NOC, SOC, and Help Desk division. The ideal candidate will be skilled in troubleshooting, configuring, and maintaining a variety of devices across Windows, Mac, and cloud environments for multiple clients and their end-users. You will provide exceptional support via remote tools, manage support tickets, and contribute to a highly dynamic, fast-paced environment . A strong proficiency in Office 365 configuration and troubleshooting is required, along with solid documentation practices. Additionally, knowledge of Azure, AWS , and cloud infrastructure is highly desirable.
Key Responsibilities:
Technical Support & Troubleshooting:
- Provide L2 support for Windows & Mac platforms across multiple clients and client-site locations.
- Troubleshoot and resolve complex issues related to O365, Windows, Mac OS , networking, hardware, and software configurations.
- Utilize remote support tools to connect to end-user devices and efficiently resolve issues in a timely manner.
- Assist in diagnosing, repairing, and troubleshooting system-level problems for client devices and environments.
- Ensure that all technical issues are resolved with a focus on quality, efficiency , and minimal disruption to clients.
Ticket Management & Documentation:
- Effectively manage and update support tickets in the ticketing system, ensuring timely resolution and proper escalation when necessary.
- Maintain comprehensive, accurate documentation for all troubleshooting steps, resolutions, and procedures.
- Track recurring issues and collaborate with senior engineers for resolution and continuous improvement of support processes.
System Configuration & Maintenance:
- Configure and maintain Office 365 applications, including Exchange, SharePoint, Teams, and OneDrive.
- Perform regular system and application updates, patch management , and preventive maintenance on client devices and networks.
- Use checklists and planning skills for maintenance activities to ensure smooth operations and minimal service disruption.
Collaboration & Client Interaction:
- Collaborate with the NOC and SOC teams to escalate and resolve critical incidents affecting client systems or network security.
- Provide clear, effective communication to end-users during troubleshooting and resolution, ensuring they are informed of progress and outcomes.
- Serve as a liaison between the Help Desk and more advanced support levels (L3), escalating issues as required.
Cloud Infrastructure & Security Awareness:
- Assist clients with cloud-based infrastructure support, including Azure, AWS, and cloud environments .
- Ensure client devices are configured securely, implementing security best practices in coordination with SOC teams.
Required Skills and Qualifications:
- 3-5 years of experience in Helpdesk L2 Support , including 24x7 NOC, SOC , or IT support .
- Strong experience troubleshooting and maintaining Windows, Mac OS environments, including hardware, software, and network configurations.
- Advanced skills in Office 365 configuration and troubleshooting (Exchange, Teams, OneDrive, SharePoint).
- Proficient in troubleshooting remote support tools (e.g., RDP, AnyDesk, TeamViewer).
- Solid L1 to L2 support skills , including device troubleshooting, software installation, patching, and configuration.
- Strong experience in ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk).
- Familiarity with cloud platforms like Azure, AWS , and knowledge of cloud infrastructure is a plus.
- Ability to plan and execute maintenance activities, ensuring minimal disruption to client operations.
- Excellent documentation skills, with attention to detail in creating clear and structured records .
Preferred Certifications:
- CompTIA A+, Network+, or Security+
- Microsoft Certified: Modern Desktop Administrator Associate
- AWS Certified Solutions Architect (or similar)
- Azure Administrator certification (preferred)
- ITIL Foundation
Why Join Us?
- Work in a dynamic, 24x7 support environment , directly impacting client success.
- Opportunity to work with cutting-edge cloud technologies and enterprise-level systems .
- Competitive salary , benefits, and opportunities for growth and career advancement .
Help Desk Support Specialist (English and French)
Posted today
Job Viewed
Job Description
Position: Associate-Helpdesk
Job Location: Pune, India (Hybrid)
Shift Time- Rotational Shifts including night shifts.
About Sakon:
Sakon ( ) simplifies how businesses around the world Understand, Manage and Transform their Communications and Cloud Ecosystems. One of the world’s top SaaS companies in our markets, Sakon is a leader in managing communication services and costs, mobility, and cloud services, Sakon has 200 large enterprise customers spanning virtually every country across the globe. Sakon is headquartered in Concord, MA with additional locations across North America, Europe, and India.
About the Job:
The Mobility Support Desk is the centralized support hub that bridges the gap between client
employees and technical solutions. It’s the first point of contact for users facing issues with
technology, software, or services.
Role Overview:
1) This role will handle and take ownership of multiple customer support activities to
include receiving incoming calls, chats, emails &tickets to provide end-to-end Technical
and general support resolution to the end user.
2) Will interact with mobile phone carriers & other departments to resolve mobile servicerelated issues.
3) Adhere to the business rules & policies as dictated by Sakon and The Client in the joint
operations document.
4) Ensuring SLA’s and KRA’smeet day to day, month to month.
What will you do:
We are looking for French & English-speaking candidate to support our SaaS
product (Mobility Practice)
1) Determine the issue, research, and follow-up steps, as necessary for resolution of issues
2) Answer incoming calls & chats.
3) Troubleshooting device and networking issues reported by the users, acting as a liaison
between customers, mobile carriers, client policy and internal Sakon teams to provide
accurate and timely resolution.
4) Working customer service/tech support via incoming phone calls, email and chat.
5) Identify and assist to resolve all issues identified during regular operations. No scripts
are used. You must be able to think on your feet and ask the appropriate questions to
identify and resolve the issue as it arises.
6) Ticketing all calls, chats and email support in English and Portuguese/Spanish
7) Review deliverables ofsupport team members and provide the required support and
guidance to ensure timely deliverables to client.
8) Communicates escalations/ issuesto Managers in a timely manner, ensuring that all
communications are professional and accurate.
9) Act as a single point of contact for managing the communications with the client.
Skill set & Qualifications:
1) We are looking for French & English-speaking candidate to support our
SaaS product (Mobility Practice)
2) Candidate should be willing to work in 24/7 rotationalshift.
3) Extremely organized with an appreciation for process and documentation
4) A team player who thrives in a kind and collaborative environment.
5) Ability to quickly learn how to troubleshoot devices and step by step instructions.
6) Identification, prioritization and resolution ofreported problemsthrough various
7) mediums (platform, emails, calls, chats) and responsible forthe closure of request with
the specified SLA.
8) Working closely with the international telecom carriers/ service providersto resolve the
requests and incidents raised by customers.
9) Technical Support experienced highly regarded.
Benefits and Perks
• Flexible Holiday Policy (choose your own holidays)
• Hybrid Working Options
• Life & Medical Insurance
• Focus on Skill Development, Re-imbursement for Certifications
• Wifi-Mobile bill reimbursement
• Employee well-being activities
How to Apply and Interview Process:
To apply, kindly share the resume with
Interview Process:
Level 1 operations/ Technical Round
Level 2 operations/ Technical Round
Level 3 operations/ Technical Round
HRBP Round – Salary discussion & Cultural fitment check
Consent : We will be using your resume for job applications open with us for a full-time contract and will save them for future reference.
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Help Desk Support Specialist (English,Portuguese andSpanish)
Posted today
Job Viewed
Job Description
Position: Associate-Helpdesk
Job Location: Pune, India (Hybrid)
Shift Time- Rotational Shifts including night shifts.
About Sakon:
Sakon ( ) simplifies how businesses around the world Understand, Manage and Transform their Communications and Cloud Ecosystems. One of the world’s top SaaS companies in our markets, Sakon is a leader in managing communication services and costs, mobility, and cloud services, Sakon has 200 large enterprise customers spanning virtually every country across the globe. Sakon is headquartered in Concord, MA with additional locations across North America, Europe, and India.
About the Job:
The Mobility Support Desk is the centralized support hub that bridges the gap between client
employees and technical solutions. It’s the first point of contact for users facing issues with
technology, software, or services.
Role Overview:
1) This role will handle and take ownership of multiple customer support activities to
include receiving incoming calls, chats, emails &tickets to provide end-to-end Technical
and general support resolution to the end user.
2) Will interact with mobile phone carriers & other departments to resolve mobile servicerelated issues.
3) Adhere to the business rules & policies as dictated by Sakon and The Client in the joint
operations document.
4) Ensuring SLA’s and KRA’smeet day to day, month to month.
What will you do:
We are looking for Portuguese/Spanish & English-speaking candidate to support our SaaS
product (Mobility Practice)
1) Determine the issue, research, and follow-up steps, as necessary for resolution of issues
2) Answer incoming calls & chats.
3) Troubleshooting device and networking issues reported by the users, acting as a liaison
between customers, mobile carriers, client policy and internal Sakon teams to provide
accurate and timely resolution.
4) Working customer service/tech support via incoming phone calls, email and chat.
5) Identify and assist to resolve all issues identified during regular operations. No scripts
are used. You must be able to think on your feet and ask the appropriate questions to
identify and resolve the issue as it arises.
6) Ticketing all calls, chats and email support in English and Portuguese/Spanish
7) Review deliverables ofsupport team members and provide the required support and
guidance to ensure timely deliverables to client.
8) Communicates escalations/ issuesto Managers in a timely manner, ensuring that all
communications are professional and accurate.
9) Act as a single point of contact for managing the communications with the client.
Skill set & Qualifications:
1) We are looking for Portuguese/Spanish & English-speaking candidate to support our
SaaS product (Mobility Practice)
2) Candidate should be willing to work in 24/7 rotationalshift.
3) Extremely organized with an appreciation for process and documentation
4) A team player who thrives in a kind and collaborative environment.
5) Ability to quickly learn how to troubleshoot devices and step by step instructions.
6) Identification, prioritization and resolution ofreported problemsthrough various
7) mediums (platform, emails, calls, chats) and responsible forthe closure of request with
the specified SLA.
8) Working closely with the international telecom carriers/ service providersto resolve the
requests and incidents raised by customers.
9) Technical Support experienced highly regarded.
Benefits and Perks
• Flexible Holiday Policy (choose your own holidays)
• Hybrid Working Options
• Life & Medical Insurance
• Focus on Skill Development, Re-imbursement for Certifications
• Wifi-Mobile bill reimbursement
• Employee well-being activities
How to Apply and Interview Process:
To apply, kindly share the resume with
Interview Process:
Level 1 operations/ Technical Round
Level 2 operations/ Technical Round
Level 3 operations/ Technical Round
HRBP Round – Salary discussion & Cultural fitment check
Consent : We will be using your resume for job applications open with us for a full-time contract and will save them for future reference.
Help Desk Support Specialist (English and French)
Posted today
Job Viewed
Job Description
Position: Associate-Helpdesk
Job Location: Pune, India (Hybrid)
Shift Time- Rotational Shifts including night shifts.
About Sakon:
Sakon ( ) simplifies how businesses around the world Understand, Manage and Transform their Communications and Cloud Ecosystems. One of the world’s top SaaS companies in our markets, Sakon is a leader in managing communication services and costs, mobility, and cloud services, Sakon has 200 large enterprise customers spanning virtually every country across the globe. Sakon is headquartered in Concord, MA with additional locations across North America, Europe, and India.
About the Job:
The Mobility Support Desk is the centralized support hub that bridges the gap between client
employees and technical solutions. It’s the first point of contact for users facing issues with
technology, software, or services.
Role Overview:
1) This role will handle and take ownership of multiple customer support activities to
include receiving incoming calls, chats, emails &tickets to provide end-to-end Technical
and general support resolution to the end user.
2) Will interact with mobile phone carriers & other departments to resolve mobile servicerelated issues.
3) Adhere to the business rules & policies as dictated by Sakon and The Client in the joint
operations document.
4) Ensuring SLA’s and KRA’smeet day to day, month to month.
What will you do:
We are looking for French & English-speaking candidate to support our SaaS
product (Mobility Practice)
1) Determine the issue, research, and follow-up steps, as necessary for resolution of issues
2) Answer incoming calls & chats.
3) Troubleshooting device and networking issues reported by the users, acting as a liaison
between customers, mobile carriers, client policy and internal Sakon teams to provide
accurate and timely resolution.
4) Working customer service/tech support via incoming phone calls, email and chat.
5) Identify and assist to resolve all issues identified during regular operations. No scripts
are used. You must be able to think on your feet and ask the appropriate questions to
identify and resolve the issue as it arises.
6) Ticketing all calls, chats and email support in English and Portuguese/Spanish
7) Review deliverables ofsupport team members and provide the required support and
guidance to ensure timely deliverables to client.
8) Communicates escalations/ issuesto Managers in a timely manner, ensuring that all
communications are professional and accurate.
9) Act as a single point of contact for managing the communications with the client.
Skill set & Qualifications:
1) We are looking for French & English-speaking candidate to support our
SaaS product (Mobility Practice)
2) Candidate should be willing to work in 24/7 rotationalshift.
3) Extremely organized with an appreciation for process and documentation
4) A team player who thrives in a kind and collaborative environment.
5) Ability to quickly learn how to troubleshoot devices and step by step instructions.
6) Identification, prioritization and resolution ofreported problemsthrough various
7) mediums (platform, emails, calls, chats) and responsible forthe closure of request with
the specified SLA.
8) Working closely with the international telecom carriers/ service providersto resolve the
requests and incidents raised by customers.
9) Technical Support experienced highly regarded.
Benefits and Perks
• Flexible Holiday Policy (choose your own holidays)
• Hybrid Working Options
• Life & Medical Insurance
• Focus on Skill Development, Re-imbursement for Certifications
• Wifi-Mobile bill reimbursement
• Employee well-being activities
How to Apply and Interview Process:
To apply, kindly share the resume with
Interview Process:
Level 1 operations/ Technical Round
Level 2 operations/ Technical Round
Level 3 operations/ Technical Round
HRBP Round – Salary discussion & Cultural fitment check
Consent : We will be using your resume for job applications open with us for a full-time contract and will save them for future reference.
Help Desk Support Specialist (English,Portuguese andSpanish)
Posted today
Job Viewed
Job Description
Position: Associate-Helpdesk
Job Location: Pune, India (Hybrid)
Shift Time- Rotational Shifts including night shifts.
About Sakon:
Sakon ( ) simplifies how businesses around the world Understand, Manage and Transform their Communications and Cloud Ecosystems. One of the world’s top SaaS companies in our markets, Sakon is a leader in managing communication services and costs, mobility, and cloud services, Sakon has 200 large enterprise customers spanning virtually every country across the globe. Sakon is headquartered in Concord, MA with additional locations across North America, Europe, and India.
About the Job:
The Mobility Support Desk is the centralized support hub that bridges the gap between client
employees and technical solutions. It’s the first point of contact for users facing issues with
technology, software, or services.
Role Overview:
1) This role will handle and take ownership of multiple customer support activities to
include receiving incoming calls, chats, emails &tickets to provide end-to-end Technical
and general support resolution to the end user.
2) Will interact with mobile phone carriers & other departments to resolve mobile servicerelated issues.
3) Adhere to the business rules & policies as dictated by Sakon and The Client in the joint
operations document.
4) Ensuring SLA’s and KRA’smeet day to day, month to month.
What will you do:
We are looking for Portuguese/Spanish & English-speaking candidate to support our SaaS
product (Mobility Practice)
1) Determine the issue, research, and follow-up steps, as necessary for resolution of issues
2) Answer incoming calls & chats.
3) Troubleshooting device and networking issues reported by the users, acting as a liaison
between customers, mobile carriers, client policy and internal Sakon teams to provide
accurate and timely resolution.
4) Working customer service/tech support via incoming phone calls, email and chat.
5) Identify and assist to resolve all issues identified during regular operations. No scripts
are used. You must be able to think on your feet and ask the appropriate questions to
identify and resolve the issue as it arises.
6) Ticketing all calls, chats and email support in English and Portuguese/Spanish
7) Review deliverables ofsupport team members and provide the required support and
guidance to ensure timely deliverables to client.
8) Communicates escalations/ issuesto Managers in a timely manner, ensuring that all
communications are professional and accurate.
9) Act as a single point of contact for managing the communications with the client.
Skill set & Qualifications:
1) We are looking for Portuguese/Spanish & English-speaking candidate to support our
SaaS product (Mobility Practice)
2) Candidate should be willing to work in 24/7 rotationalshift.
3) Extremely organized with an appreciation for process and documentation
4) A team player who thrives in a kind and collaborative environment.
5) Ability to quickly learn how to troubleshoot devices and step by step instructions.
6) Identification, prioritization and resolution ofreported problemsthrough various
7) mediums (platform, emails, calls, chats) and responsible forthe closure of request with
the specified SLA.
8) Working closely with the international telecom carriers/ service providersto resolve the
requests and incidents raised by customers.
9) Technical Support experienced highly regarded.
Benefits and Perks
• Flexible Holiday Policy (choose your own holidays)
• Hybrid Working Options
• Life & Medical Insurance
• Focus on Skill Development, Re-imbursement for Certifications
• Wifi-Mobile bill reimbursement
• Employee well-being activities
How to Apply and Interview Process:
To apply, kindly share the resume with
Interview Process:
Level 1 operations/ Technical Round
Level 2 operations/ Technical Round
Level 3 operations/ Technical Round
HRBP Round – Salary discussion & Cultural fitment check
Consent : We will be using your resume for job applications open with us for a full-time contract and will save them for future reference.