Service Desk Agent
Farfetch
Porto, PT
há 1 dia

FARFETCH exists for the love of fashion. Our mission is to be the global platform for luxury fashion, connecting creators, curators and consumers.

We're a positive platform for good, bringing together an incredible creative community made up by our people, our partners and our customers.

This community is at the heart of our business success. We welcome differences, empower individuality and celebrate diverse skills and perspectives, creating an inclusive environment for everyone.

We are FARFETCH for All.

TECHNOLOGY

We're on a mission to build the technology that powers the global platform for luxury fashion. We operate a modular end-to-end technology platform purpose-built to connect the luxury fashion ecosystem worldwide, addressing complex challenges and enjoying it.

We're empowered to break traditions and revolutionise, with the freedom and autonomy to make a difference for our customers all over the world.

PORTO

Our Porto office is located in Portugal's vibrant second city, known for its history and its creative yet cosy environment.

From Account Management to Technology and Product, whatever your skills are, you'll find your fit here. You can have an informal meeting in the treehouse or play the piano in your lunch break!

THE ROLE

Reporting to the F-Tech Excellence area you will be the first contact for the users who call our F-Tech Global Service Desk.

While providing exceptional customer service, you will answer incoming calls, tracking all information in a tracking system, using a knowledge base tool along with your expertise to resolve Service requests and Incidents.

You will escalate unresolved Incidents or Service Requests to the proper support team. Troubleshooting basic end-user issues on several software applications, hardware and network.

WHAT YOU'LL DO

  • Primary responsibility is internal user support. Being present and available to clients requiring technical assistance
  • Respond to questions from all reporters, using different channels
  • Become familiar with each reporter and their applications
  • Learn fundamental operations of commonly used software and other equipment
  • Follow standard Service Desk operating procedures; Log all Service Desk tickets using the defined tracking software
  • Become familiar with service desk policies and services
  • Become familiar with the Systems, Network, Database, Desktop Engineers, Programmers, Developers, and each team in the Technology area
  • WHO YOU ARE

  • Available for Night shift working
  • 2+ years' customer support experience in a web-based application oriented environment
  • Fluent in English
  • A passion for delivering exceptional customer service each and every day
  • Experienced in working with different people, cultures and always seeking for the best team results
  • Comfortable working in a fast paced environment
  • Technological skills, as SQL and software office suite for documentation purpose / reporting
  • Familiarity with the fundamental principles of IT Service Management framework like ITIL
  • Experienced in working with tools like Confluence and JIRA
  • Knowledge in software development is a plus
  • REWARDS & BENEFITS

  • Health insurance for the whole family, flexible working environment and well-being support and tools
  • Extra days off, sabbatical program and days for you to give back for the community
  • Training opportunities and free access to Udemy
  • Flexible benefits program
  • FARFETCH Equity plan
  • EQUAL OPPORTUNITIES STATEMENT

  • FARFETCH is an equal opportunities employer ensuring that all applicants are treated equally and fairly throughout our recruitment process.
  • We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law.

    We continue to build our consciously inclusive culture as part of our Positively FARFETCH strategy throughout our business, partnerships and communities.

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