Role Description We are looking for a Technical Support Specialist (SQL / Tech) to support professional users with technical and data-related inquiries. In this role, you will work closely with customers to troubleshoot issues, analyze data, and provide solutions related to system usage, integrations, and reporting. This position is ideal for candidates with a strong technical mindset, SQL knowledge, and a passion for problem-solving in a SaaS or technology-driven environment. Key Responsibilities - Provide technical support to customers via ticketing systems, email, or chat - Troubleshoot system, data, and integration-related issues - Use SQL to analyze databases and identify root causes of issues - Collaborate with product, engineering, and internal support teams - Clearly document issues, investigations, and solutions - Guide users on best practices and system functionality - Ensure high customer satisfaction through timely and accurate support Qualifications - Fluency in French and strong command of English (B2+) - Solid experience with SQL and relational databases - Background in technical support, IT, or SaaS environments - Strong analytical and problem-solving skills - Ability to work independently in a remote setting - Excellent communication skills with a customer-focused mindset - Experience with accounting or financial software is a plus Requirements - Full remote role from anywhere in mainland Portugal - No relocation support provided - Competitive monthly salary - Stable, long-term project in a tech-driven environment - Occasional on-site collaboration (once per quarter)

• Serve as the primary on-site IT contact for all onsite workers, resolving Level 1 hardware, software, and connectivity issues quickly and professionally. • Provide support across all enterprise on-premise and cloud-based systems including Office 365, SharePoint Online, Microsoft Teams, Citrix ShareFile, Okta, and related platforms. • Troubleshoot Windows and Mac laptops and desktops, browser-based applications, peripheral devices (mice, keyboards, monitors, etc.), and common login/access issues. • Manage Active Directory and Azure Active Directory (AAD) user and device administration. • Manage the end-to-end procurement process for IT equipment and software licensing — submitting purchase requests, coordinating with vendors, negotiating pricing, tracking orders, and maintaining accurate inventory records. • Provision and configure new onsite worker workstations, laptops, and peripherals, ensuring devices are ready for use on day one. • Handle account setup, password resets, and access provisioning/deprovisioning in coordination with relevant system owners. • Timely escalation of service desk tickets to appropriate teams and personnel when issues exceed L1 scope, with clear and documented handover notes. • Maintain a clean, organized IT storage area with up-to-date asset tracking and equipment documentation. • Coordinate scheduling with the second L1 specialist to ensure at least one technician is on-site at all times during business hours. • Log all tickets, resolutions, and asset changes in the IT service management system with accuracy and timeliness. • Ensure adherence to global IT processes, procedures, and standards, and actively contribute to their continuous improvement. • Participate in cross-functional IT projects involving multiple teams across Welocalize locations.

Role Description As a Help Desk Support Specialist, you’ll be the first point of contact for investigating, troubleshooting, and resolving technical issues, managing user access, and setting up hardware and software. You’ll support employee onboarding, maintain support documentation, and help ensure smooth day-to-day operations across a primarily remote workforce. This role requires strong communication skills, attention to detail, ownership of issues through resolution, and the ability to support non-technical users in a fast-paced environment. Success in this role depends on the ability to independently gather information, follow a structured troubleshooting process, and provide clear documentation and communication throughout the support lifecycle. The ideal candidate is comfortable working through ambiguity, identifying root causes, and performing thorough investigation before escalating issues when appropriate. Performance-Based Objectives - Within 30 Days: - Complete onboarding and demonstrate proficiency with OpenSesame’s ticketing system, IT documentation tools, and support workflows. - Shadow hardware and software deployment activities, including workstation setup and user account provisioning. - Resolve at least 20 Tier 1 IT support tickets, ensuring adherence to internal documentation and defined SLA standards. - Demonstrate effective ticket documentation, including accurate issue descriptions, troubleshooting notes, and resolution details. - Within 60 Days: - Independently resolve an average of 15 IT support tickets per week, handling hardware, software, and login-related issues. - Complete 100% of user account requests within one business day of receipt. - Demonstrate consistent troubleshooting methodology by gathering complete diagnostic information, documenting investigation steps, and identifying likely causes before escalation. - Update at least 3 knowledge base articles internal documentation to reflect current procedures and reduce repeat support requests. - Within 90 Days: - Increase to an average of 30 resolved support tickets per week, maintaining a 90% SLA compliance rate for Tier 1 tickets. - Lead at least one IT onboarding session for a new employee, covering essential tools and support processes. - Identify at least one recurring technical issue, document its impact, and propose a prevention or resolution plan in collaboration with Systems Engineering where appropriate. - Consistently provide complete escalation documentation that includes troubleshooting performed, relevant system information, and supporting evidence when engineering assistance is required. - Within 120 Days: - Sustain an average of 50 resolved support tickets per week, balancing ticket resolution with onboarding support and documentation responsibilities, with consistent SLA adherence and positive user feedback. - Deliver a peer training session on a key IT tool, application, or support process. - Actively contribute to one internal IT process improvement initiative, such as refining onboarding workflows, improving support documentation, enhancing triage practices, or streamlining hardware deployment processes. - Demonstrate the ability to independently resolve the majority of routine support requests while minimizing unnecessary escalations. - By 6 Months: - Demonstrate full autonomy in managing support, including hardware/software troubleshooting and user lifecycle management, identity and access issues, and endpoint support. - Maintain high accuracy and completeness in logging and closing tickets in the system, and continue contributing to team knowledge-sharing and documentation. - Maintain strong end-user satisfaction through clear, timely, and effective communication. - Demonstrate sound judgment regarding issue prioritization, troubleshooting, and escalation decisions. - Continue contributing to team knowledge-sharing, process improvements, and documentation. Tech Stack - OKTA - Apple Macbook - Google Workspace (GSuite) - Jira - Confluence - Zoom - Microsoft Intune - JAMF - Password Manager Location This is a remote-first role based in Mexico or Argentina. Performance Driven We're looking for self-starters with a track record of delivering excellent results, and we're highly selective about who we hire. We don't focus on typical job requirements, instead, we're interested in specific examples from your past experiences. Pay Transparency At OpenSesame, we prioritize pay transparency, fairness, and equity to create a positive and inclusive work environment, regularly reviewing our compensation practices to align with our values and goals. We provide competitive and fair compensation to our employees based on their skills, experience, and performance.

Role Description The Dispatch Coordinator will support the company by providing customer-facing dispatch, coordination, administrative, and account support services to customers, drivers, insurers, and other stakeholders. This role will help keep operations running smoothly by managing inbound enquiries, coordinating tow truck dispatches, maintaining accurate job records, preparing quotes and invoices, and ensuring timely communication with customers and external parties in a fast-paced, service-driven environment. - Respond to 15-20 inbound calls per hour from customers, drivers, insurers, and police. - Allocate and dispatch jobs to available tow truck drivers quickly and accurately. - Use Linksoft Tow Manager to manage job assignments and updates. - Answer driver queries regarding payments, locations, and pick-up details. - Handle quote and invoice preparation for completed jobs. - Respond to pricing and job verification requests. - Provide timely updates and information to insurers and police as required. - Verify job details and pricing before final submission. - Deliver excellent phone-based customer service, especially during quiet periods. - Maintain clear records of calls, dispatches, and job statuses. - Support General Manager with reporting and any additional administrative tasks. - Other role specific duties as they arise. Qualifications - Bachelor’s degree in Business, Logistics, Communications, or a related field. - Previous experience in admin, logistics, dispatch, or customer service is highly regarded. - Excellent verbal and written communication skills – clear, professional, and responsive. - Strong phone presence and ability to manage multiple conversations calmly under pressure. - Well-organised with high attention to detail and time sensitivity. - Tech-literate; confident learning new tools. - Ability to work independently during peak periods and collaborate as part of a team. Benefits - Work from home. - Tuesday to Saturday 6:00PM – 3:00AM AEST/AEDT (adjustments will be made for daylight saving time). - Opportunities to work with leading companies in Australia and beyond. - Training programmes for career development. - Engaging company outings, team activities and wellness sessions. - Supportive, inclusive culture. - Dedicated managers focused on your growth and success. Company Description Twoconnect connects highly skilled Filipino professionals with established companies in Australia, New Zealand, the United States, the United Kingdom and Europe, providing direct access to global careers and long-term opportunities. - We offer competitive pay and benefits, additional entitlements and structured career development programs that make employment both financially rewarding and professionally sustainable. - Our industry-leading retention rate demonstrates our commitment to a people-first culture that prioritizes stability, growth and genuine care for every employee. - Twoconnect is an equal opportunity employer. We value cultural diversity and foster an inclusive workplace where every employee is respected and supported as part of a growing global team.