Customer Support Specialist

Há 7 dias

Greater Rio de Janeiro, BR Docplanner Tempo inteiro

With a global mission to “make the healthcare experience more human”, Tuotempo is the leading CRM for the Healthcare sector . We are part of the international DocPlanner Group, the largest healthcare platform serving patients and healthcare ecosystems across 13 countries in Europe and LATAM. We position ourselves in the DocPlanner ecosystem as the Enterprise business segment, primarily focusing on major healthcare players such as hospitals, chain clinics, and healthcare insurance companies.

We strive to provide the best products and services to our customers and their patients. We are currently seeking a multilingual Customer Support Specialist to join our global team and work with LATAM customers.

Our hiring team is international: we kindly ask you to submit your resume in English

Job Description

Our customer support team excels in delivering top-notch service, blending strong communication skills with technical expertise. We're on the lookout for a curious team player who enjoys unravelling complex technical issues and adeptly bridges the gap between customers and our dynamic tech and product teams. The interaction with our customers will be handled in Portuguese and Spanish, while English is the primary language at TuoTempo: we are looking for someone who can effortlessly navigate those languages, without getting lost in translation

In this role, you will:

  • Handle customer requests, questions, and incidents from our clients based LATAM (Brazil, Mexico, Chile, Colombia).

  • Troubleshoot software issues for end-users as First Level of Support, managing the communication with the clients.

  • Interact with customers to resolve tech-related questions and queries online through our ticketing tool.

  • Escalate more complex issues as needed to higher-level support teams, such as BackEnd & FrontEnd developers and Integrations, and/or management.

  • Help customers with product features and improve customer experience.

  • Communicate any trends in customer communication or behaviour to other departments.

  • Enrich the Support knowledge base with new client-orientated documentation.

  • Be up to date about the product and procedure updates to ensure work fluency and efficiency.

Qualifications

  • 2+ years of experience in Customer Support, preferably in a Saas company

  • Fluency in 3 languages: Portuguese (Advanced), Spanish (Advanced), English (Intermediate)

  • Ability to multitask, prioritise, and manage time effectively.

  • Propensity for problem-solving and solution-oriented approach.

  • Ability to work independently, with an ambition to contribute to the project and improve existing processes.

  • Excellent communication skills, speaking and writing, empathetic and eager desire to help others.

  • Strong customer focus with the ability to translate technical concepts into easy-to-follow instructions.

  • General knowledge of APIs, OpenSearch or similar search engines, and Salesforce or any ticketing tool is a plus

Additional Information

Logistics

  • The role is remote-first, to be based in Brazil. Please note that unfortunately, we cannot sponsor visas for this role at this point in time.

  • Our beautiful office is located in Curitiba. If you live nearby and you love office time, you’re always welcome

  • To accommodate longer coverage for our Mexican customers, the working hours are from 10 AM to 7 PM.

  • In case of tickets coming from Mexican customers outside working hours, we provide a first answer from 7 PM to 9 PM. This activity will be sporadic (average 1 ticket/day), can be tackled through the company phone, and wouldn’t require too much of your time (maximum 5 minutes).

Recruitment process

  1. A quick online screening to get a glimpse of your approach to customer requests

  2. Intro call with Marianna, our Talent Acquisition Partner, to discuss your motivation, the value-fit and your attributes. It is also an opportunity for you to learn more about the company;

  3. 1.5 h interview with Pâmela, your manager in this role, Fátima, our Global Customer Support Manager, and Tiago, Tech Squad Leader of Brazil. This session includes brief exercises on real cases to be done live during the video call.

  4. Offer

Our benefits:

  • Need to work beyond your usual hours? We have a bank of hours for you to use these hours as time off later;

  • We offer a Meal Voucher worth R$30.00 per day worked, but if you enjoy cooking at home, you can replace it with a Food Voucher, for the same amount, or even order half and half (R$15.00 -meal and BRL 15.00 food allowance per day), making life easier for those who are 100% remote or in hybrid work;

  • For commuting to the office, we offer Vale Transporte;

  • Speaking of Health, we offer Medical, Dental and Group Life Insurance;

  • We also offer Pharmacy Assistance, with discounts from 10% to 70% on medicines in the accredited network;

  • We offer the iFeel app, for emotional comfort, which combines traditional psychology with artificial intelligence, helping you on those most difficult days;

  • SupportPass offers free professional support and guidance in the psychological, legal, economic and social areas, providing support in those more delicate issues;

  • And the fitness life? We offer Gympass for you and 3 dependents Because working out alone is really boring, right?

  • Did you think your PET would be left out? Of course We offer Plano Pet, also extending care to your pet;

  • Stock Options - eligible after 6 months of employment (5 years grace period) - YES You become a partner of the company;

  • Everyone has a birthday, right? Our present, for you, is a Birthday Day Off, so that you can celebrate the way you prefer, with the ones you love the most;

  • We have a robust Partnership Club, with discounts ranging from teaching institutions, such as colleges and languages, to exclusive banking benefits;

  • Our Licenses are differentiated here: in case of death of loved ones, we offer 10 days; If your PET dies, you have 2 days. Married:? 7 days of rest Did the baby arrive? We offer 30 days for Dad and 6 months for Mom;

  • Did you like working here? Then refer a friend or relative We love having family and friends around Our New Warriors Referral Program offers up to R$600 per person who stays with us for more than 6 months.

  • Customer Support Engineer

    2 semanas atrás

    Rio de Janeiro, Brazil, BR Inductosense Tempo inteiro

    Customer Support Engineer (South America), based in Rio de Janeiro, Brasil About Inductosense We design and manufacture ultrasonic sensing technology to monitor corrosion which helps our clients to save costs, reduce unplanned shutdown, meet net zero targets and migrate to a fully digitised solution. Our core technology is based around patented embeddable,...

  • Customer Success Manager

    2 semanas atrás

    Greater São Paulo Area, BR Sky Consulting Inc. Tempo inteiro

    About the Role:As a Customer Success Manager, you will be responsible for providing complete support to the customers on value realization, solution engineering and product adoption with the customer's system, retain and grow business by effective customer success management.What will you do:- Drive the product adoption to help customer achieve their...

  • Client Success Manager

    Há 4 dias

    Greater Rio de Janeiro, BR INDI Staffing Services Tempo inteiro

    Recognized as the leading software development company in the Americas, our client offers 100% remote modality and an excellent work environment where professionals can thrive and work in multicultural teams with flexible schedules and endless growth opportunities.About the Role:As a Client Success Manager, you will identify and win new clients by attending...

  • Lead Support Engineer

    Há 1 mês

    Rio de Janeiro, Brazil, BR Personetics Tempo inteiro

    About The CompanyPersonetics is an enterprise-software growth-phase Fintech start-up. We develop AI-powered solutions helping banks deliver highly intelligent and personalized banking experiences to their customers across all digital channels. We’re pioneering and establishing a whole new category of consumer banking based around data-driven...

  • Lead Support Engineer

    4 semanas atrás

    Rio de Janeiro, Brazil, BR Personetics Tempo inteiro

    About The CompanyPersonetics is an enterprise-software growth-phase Fintech start-up. We develop AI-powered solutions helping banks deliver highly intelligent and personalized banking experiences to their customers across all digital channels. We’re pioneering and establishing a whole new category of consumer banking based around data-driven...

  • Customer Experience Consultant

    2 meses atrás

    Rio de Janeiro, Brazil, BR Tata Consultancy Services Tempo inteiro

    Come to one of the biggest IT Services companies in the world!! Here you can transform your career!Why to join TCS? Here at TCS we believe that people make the difference, that's why we live a culture of unlimited learning full of opportunities for improvement and mutual development. The ideal scenario to expand ideas through the right tools,...

  • Customer Experience Consultant

    4 semanas atrás

    Rio de Janeiro, Brazil, BR Tata Consultancy Services Tempo inteiro

    Come to one of the biggest IT Services companies in the world!! Here you can transform your career!Why to join TCS? Here at TCS we believe that people make the difference, that's why we live a culture of unlimited learning full of opportunities for improvement and mutual development. The ideal scenario to expand ideas through the right tools,...

  • Service Engineer

    4 semanas atrás

    Greater São Paulo Area, BR Cornerstone Global Partners Tempo inteiro

    Responsibilities:For on-site after-sales service for the Brazil project. Conduct technical communication with customers either alone or together with sales personnel.Technical solutions for customers with the support of Chinese design engineers.Communication between the customer's team and relevant product departments to execute the project.Completing...

  • Business Analyst

    2 semanas atrás

    Rio de Janeiro, Brazil, BR Personetics Tempo inteiro

    About The CompanyPersonetics is an enterprise-software growth-phase Fintech start-up. We develop AI-powered solutions helping banks deliver highly intelligent and personalized banking experiences to their customers across all digital channels. We’re pioneering and establishing a whole new category of consumer banking based around data-driven...

  • Key Account Manager Northeast

    2 meses atrás

    Greater Recife, BR Alcatel-Lucent Enterprise Tempo inteiro

    Main responsibilities /Missions:Serve as the lead point of contact of a determined set of Key Accounts in Public and Private Sectors.Develop trusted advisor relationships with key accounts main stakeholders and executive sponsorsHave a systematic approach to identify and qualify potential new prospectsConstant opportunities generation to build a healthy...

  • Key Account Manager Northeast

    4 semanas atrás

    Greater Recife, BR Alcatel-Lucent Enterprise Tempo inteiro

    Main responsibilities /Missions:Serve as the lead point of contact of a determined set of Key Accounts in Public and Private Sectors.Develop trusted advisor relationships with key accounts main stakeholders and executive sponsorsHave a systematic approach to identify and qualify potential new prospectsConstant opportunities generation to build a healthy...

  • Key Account Manager Northeast

    2 semanas atrás

    Greater Recife, BR Alcatel-Lucent Enterprise Tempo inteiro

    Main responsibilities /Missions:Serve as the lead point of contact of a determined set of Key Accounts in Public and Private SectorsDevelop trusted advisor relationships with key accounts main stakeholders and executive sponsorsHave a systematic approach to identify and qualify potential new prospects Constant opportunities generation to build a healthy...

  • Advanced Quality Engineer

    2 semanas atrás

    Greater Campinas, BR Pósitron Stoneridge Tempo inteiro

    PRINCIPLE RESPONSIBILITIES:Identify and communicate Customer Quality requirements, including milestones, required development and verification processes, and approval requirements. Confirm and monitor program plan and timing to ensure alignment to Customer expectations. Confirm successful cascade of quality requirements throughout the value stream. This...

  • UNPAID VOLUNTEER

    4 semanas atrás

    Greater Rio de Janeiro, BR Blockchain & Climate Institute Tempo inteiro

    THIS IS AN UNPAID VOLUNTEERING ROLE.Role Title: Principal/Senior/ Research Officers (Energy & Environment)Role Nature: VolunteerLocation: Home-basedThe Blockchain & Climate Institute (BCI) is an international volunteers-led think tank supporting and advocating the application of blockchain technology in the global fight against climate change.We are looking...

  • Product Cybersecurity Engineer

    Há 4 dias

    Greater Campinas, BR Pósitron Stoneridge Tempo inteiro

    JOB SUMMARY: As Cybersecurity Engineer at the commercial/passenger vehicle business unit of Stoneridge Electronics, you will ensure cybersecurity development and engineering process and implementation of cybersecurity attributes in SW/HW architecture, software, hardware, etc., and coordinate the engineering groups of various customer projects and broad range...

  • Onboarding Specialist

    Há 1 mês

    Greater São Paulo Area, BR Bizneo HR Tempo inteiro

    Na Bizneo, líder em software de Recursos Humanos, buscamos perfis com experiência em Recursos Humanos e/ou implementação de software que nos ajude a formar nossos novos clientes e garantir o acompanhamento da base instalada.Quais serão as suas funções?Realizar o onboarding e treinamento de novos clientes.Oferecer suporte via e-mail e telefoneFazer o...

  • Onboarding Specialist

    4 semanas atrás

    Greater São Paulo Area, BR Bizneo HR Tempo inteiro

    Na Bizneo, líder em software de Recursos Humanos, buscamos perfis com experiência em Recursos Humanos e/ou implementação de software que nos ajude a formar nossos novos clientes e garantir o acompanhamento da base instalada.Quais serão as suas funções?Realizar o onboarding e treinamento de novos clientes.Oferecer suporte via e-mail e telefoneFazer o...

  • Sales Manager

    2 semanas atrás

    Greater São Paulo Area, BR Canadian Solar Inc. Tempo inteiro

    Company Summary:Canadian Solar Inc. (NASDAQ: CSIQ) is a vertically integrated manufacturer of solar cells, modules, and custom-designed solar power applications. Canadian Solar’s world-class team of professionals works closely with our customers to provide them with solutions for all their solar needs. Founded in 2001, Canadian Solar is one of the...

  • Internship - Marketing Operations

    2 meses atrás

    Rio de Janeiro, Brazil, BR Bybit Tempo inteiro

    *Please kindly send us your English version resumeWe are seeking an Operations Intern to join our team and support our Business Operations Department. As an Operations Intern, you will have the opportunity to gain hands-on experience in various aspects of business operations, including daily promotion activities, social media management, and coordination of...

  • Ecommerce Content Associate Brazil- Marketplaces Agency

    2 semanas atrás

    Greater São Paulo Area, BR PODEAN Tempo inteiro

    About Podean: Podean is the leading global marketplace marketing agency. We work with progressive brands across the globe to unlock potential on Amazon, Mercado Livre, Magazine Luiza, Shopee, and other marketplaces. Our services span eCommerce strategy, content creation and optimization, media management, retail operations, data and analytics, consulting,...