This role is a Tier 1 help desk function for handling common, low complexity, phone and email requests. The help desk agent is responsible for providing technical and functional product support for the BSS Support Center (BSS SC) for internal and external BSS SC customers. The agent is expected to be fluent in Portuguese and English and handle phone and email requests in both languages. They will be expected to understand how customers use products to answer questions regarding tools and processes, research and resolve non-complex issues, assist in assessment and resolution of issues/problems, escalate them where necessary and participate in ultimate resolution.

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