Support Analyst, Tier 1

**Company Overview**:
DocuSign helps organizations connect and automate how they agree. Our flagship product, eSignature, is the world’s #1 way to sign electronically on practically any device, from virtually anywhere, at any time. Today, more than a million customers and a billion users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people’s lives.
**What You'll Do**:
The Support Analyst - Tier 1 is the first point of contact with clients. Therefore, you
need to be prepared to guide them in solving problems that may be encountered. During the
use of DocuSign products and, in the same way, to provide the customer with a great
experience in the use of the products, aiming to increase adoption and consequently,
satisfaction with care. This position requires technical insight as the analyst will assist in solving
complex production problems (including customer concerns, system testing, strategy sessions,
and company-wide knowledge distribution), act as a consultant to intermediate features of
DocuSign, such as our Power Forms, Templates, Bulk Actions, and WebApp usage. Participate
in special projects, as required, under general supervision that improves and improves the
quality or efficiency of the support service, should have a customer focus and a gentle,
professional and collaborative profile. You also need to have a good interpersonal relationship,
since you should assist Support Analysts - Tier 1 whenever necessary.
This position is an individual contributor and reporting to the Manager, Support and is designated
Flex.
**Responsibility**
- Provide exceptional support for DocuSign products and services
- Meet and exceed your service level goals
- Achieve at least 90% in call termination surveys
- Reach a maximum of 10% for the call termination rate
- Use support tools (knowledge base) and resources needed to carry out their activities
- Identify product enhancements proactively, identify errors, and otherwise determine opportunities to enhance the customer experience;
- Make expert reports according to the demand and meet the deadline
- Make articles according to established goal
- Provide service in Portuguese and English, according to necessity
- Participate in training provided by the US team
**What You Bring**:
**Basic**
- Higher Education (In IT related field)
- Ability to navigate, troubleshoot, and troubleshoot a ticket system, bug reporting and other support system procedures;
- Fluency in Portuguese and English in speaking and writing
**Preferred**
- 2+ years of experience as a support representative in a technology environment, SaaS preferred
- Deep knowledge of Internet technologies
- Good knowledge of Windows and Apple OS operating systems
- Basic knowledge of network policies
- Experience resolving complex technical issues and making recommendations to Customers
- Ability to navigate, troubleshoot, and troubleshoot a ticket system, bug reporting and other support system procedures
- Ability to seek Level 2 customer service issues in relation to the service level agreement (SLA)
- Knowledge in Spanish
**Life At DocuSign**:
**Working here**
DocuSign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At DocuSign, everything is equal.
We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.
**Accommodation**
**Our global benefits**:
**Paid time off**:
- Take time to unwind with earned days off, 10+ paid holidays, volunteer days and other programs.**Paid parental leave**:
- Take up to six months off with your child after birth, adoption or foster care placement.**Full health benefits**:
- Options for 100% employer-paid health plans from day one of employment.**Retirement plans**:
- Select retirement and pension programs with potential for employer contributions.**Learning & development**:
- Grow your career with coaching, online courses and education reimbursements.**Compassionate care leave**:
- Paid time off following the loss of a loved one and other life-changing events.

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