Native Portuguese and English C1) Technical Support Consultant

Há 2 semanas

recife, Brasil SupportYourApp Tempo integral

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Who we are?
SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world’s leading SaaS, software, or hardware solutions?
Join our community as a Technical Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let’s see what it takes.
What you will do:
- Triage and prioritize support tickets based on severity, impact and urgency;
- Reproduce incidents in test or staging environments to identify root causes and support faster resolution;
- Gather and document all relevant information needed to investigate and resolve customer issues;
- Escalate unresolved or high-priority incidents to internal teams while ensuring SLA compliance;
- Proactively identify, reproduce, and manage incidents in test or staging environments to support faster resolution;
- Contribute to continuous improvement by documenting solutions, creating knowledge base articles and analysing customer feedback and complaints;
- Keep up with evolving tools and technology;
- Handle sensitive customer data with care and security;
- Maintain deep understanding of client solutions and meet KPI;
- Communicate with other teams;
What you need to succeed in this role:
- Excellent written and verbal communication skills in Native Portuguese and English (at least C1 for spoken and written);:
- 2 to 3 years of Technical Support experience;:
- Ability to manage high-priority incidents, assess severity and impact, and reproduce issues in test or staging environments;
- Ability to quickly learn the product ecosystem and follow precise procedures;
- Experience writing professional, well-structured notes on support cases;
- Positive, proactive and responsible attitude
- Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps-download and 40 Mbps-upload)
Benefits:
- Fixed schedule: Monday to Friday, from 16:00 to 00:00 GMT+3 (10:00 to 18:00 Brasília time);:
- Opportunity to cooperate fully remotely;
- Inclusive international environment;
- Compensation in USD;
- Rewards for referring friends;
- Balance between project workload and personal time, but also - internal health policy;
- Responsive leadership interested in your development and long-lasting cooperation;
- Greenhouse conditions for self-development;
- A culture built on trust, with no time-tracking requirements;
You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.
So if you're a proactive Support Specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, don't miss this opportunity and send us your CV in English to collaborate with us
Over 1300+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp.
Know someone perfect for the role? Refer them and get rewarded

Native Portuguese and English C1) Technical Support Consultant

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