Software Support Specialist
4 semanas atrás
Our software handles millions of customer operations annually, boosting productivity, accuracy, and cutting costs. We are a leading software developer in process management, with our solutions enabling an average productivity increase of 35%.
We have offices in Brazil and the US. Currently implementing our new development platform, Talkture. Talkture is an innovative project with exciting challenges ahead.
Responsibilities:Analyze and resolve customer requests and issues with e.Mix softwareAddress operational questions from usersInterpret functional documents and identify software business rulesProvide 2nd level support
Requirements:4+ years of software support experienceLogical reasoning and excellent Portuguese communication skillsFluent in English (reading, writing, conversation)Strong customer relationship skills and Excel proficiencyExperience in support levels I and II
Desirables:Experience in helpdesk ticket monitoring/administration, SLA service, and knowledge base managementProficient in creating and presenting quantitative and qualitative KPIsSpanish fluency (reading, writing, conversation)Knowledge of foreign trade
Behavioral Traits:Responsible, proactive, and dynamicEmpathetic and patient with clientsDetail-oriented, communicative, and innovativeTicket management and SLA adherenceFocus on immediate first-level resolutionDynamic, agile, optimistic, and good-humored
Additional Information:Hybrid work (Hybrid, living in Sao Paulo State, Brazil)Monday-Thursday: 8am-18pm; Friday: 8am-17pmHealth plan, life insurance, food voucherCost assistance, birthday off
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