Technical Support Representative

4 semanas atrás

São Paulo, Estado de São Paulo, Brasil Tech Mahindra Business Process Services Tempo inteiro

Role: Technical Support Representative

Location: Sao Paulo, Brazil. Work from office.

Office location: Cenesp, Sao Paulo, Brazil

Languages required: Italian and English


The Internal/External Customer, Technical Support Representative provides Internal/External Customer Technical Support Services and supports our client’s customers in their navigation and use of applications, hardware and software necessary to complete actions related to doing business with our client. The primary function of these Help Desk services is to restore technical function as resolution in order to allow our client’s customer to return to their business process as quickly as possible. In relation to this service, the activities conducted by the Technical

Support Representative would include the following:


  • Interacting with our client’s customers who are contacting customer support for assistance via phone/email (potential future channels e.g. Chat)
  • Collecting and verifying information provided from the contact in order to accurately and quickly deliver solutions that restore service
  • Identifying correct knowledgebase solutions to use in performing necessary steps to deliver solutions that restore service
  • Working within a service management application to provide case logs for restoration rate accountability and process adherence
  • Escalating unresolved issues to the next level of support when required by process
  • Adhering to Priority service levels and assigning these appropriately for the described issue using provided support processes.


This position is the first point of contact for the end-user. Individuals must be able to multi-task in a fast paced, high pressure environment with customers of varying degrees of technical knowledge. Individuals will have common solutions available for technical problems encountered and will escalate if no knowledge-based solution exists. Individuals are required to identify and define problems, collect data, establish facts, and draw valid conclusions. TSR must be able to understand and interpret technical concepts and apply logic and deductive reasoning. Performs basic troubleshooting and ID resets for various applications.

Job Duties

  • Engage with first level support contacts from internal/external end-users
  • Communicate resolution to software/hardware errors & malfunctions
  • Provide feedback on procedures
  • Troubleshoot/dispatch basic hardware issues
  • Probe, isolate, and troubleshoot supported application problems
  • Handle general ID resets, email issues, Internet Explorer issues
  • Responsible for meeting established individual and team performance targets including service level, resolution, productivity and quality standards
  • Maintain up-to-date knowledge of products, services, and resource materials to provide adequate support and accurate information to customers
  • Provide first level triage and resolution for in scope issues and applications using existing knowledge base articles and/or SOPs defined.
  • Adhere to established attendance and punctuality guidelines

Preferred Competencies

Technical ability regarding the following:

  • Cloud Application support related to internet browsers
  • Ability to understand and troubleshoot hardware and software issues remotely through screen sharing software
  • Ability to identify, adapt, and apply approaches in problem solving
  • Overall cursory understanding of ecommerce web sites and APIs
  • This is a partial list of activities and may be expanded as necessary in the customer service training or amended at any time by our client through a Change Control Procedure.

  • Technical Support Representative

    3 semanas atrás

    São Paulo, Estado de São Paulo, Brasil Tech Mahindra Business Process Services Tempo inteiro

    Role: Technical Support RepresentativeLocation: Sao Paulo, Brazil. Work from office. Office location: Cenesp, Sao Paulo, BrazilLanguages required: German and EnglishThe Internal/External Customer, Technical Support Representative provides Internal/External Customer Technical Support Services and supports our client’s customers in their navigation and use...

  • Technical Support Representative

    1 semana atrás

    São Paulo, São Paulo, Brasil Tech Mahindra Business Process Services Tempo inteiro R$70.000 - R$120.000 por ano

    Role: Technical Support RepresentativeLocation: Sao Paulo, Brazil. Work from office.Office location: Cenesp, Sao Paulo, BrazilLanguages required: Italian and EnglishThe Internal/External Customer, Technical Support Representative provides Internal/External Customer Technical Support Services and supports our client's customers in their navigation and use of...

  • Technical Support Representative

    Há 7 dias

    São Paulo, São Paulo, Brasil CrewBloom Tempo inteiro R$30.000 - R$60.000 por ano

    The Technical Support Representative will be an integral part of our client's support team--offering expert assistance for a wide range of technical issues to English-speaking clients over the phone and through remote access and tech support tools. The ideal candidate will have a strong background in BPO call center inbound phone calls from English-speaking...

  • Technical Support Specialist

    Há 7 dias

    São Paulo, São Paulo, Brasil NCR Corporation Tempo inteiro US$20.000 - US$60.000 por ano

    Sobre a NCRA NCR Corporation (NYSE: NCR) é líder na transformação, conexão e execução de plataformas de tecnologia para bancos, lojas e restaurantes autogerenciados. A NCR está sediada em Atlanta, Geórgia, com funcionários em todo o mundo. NCR é uma marca comercial da NCR Corporation nos Estados Unidos e em outros países.TITLE: Technical Support...

  • Technical Customer Support

    Há 7 dias

    São Paulo, São Paulo, Brasil Fortive Tempo inteiro R$40.000 - R$60.000 por ano

    Provide support for Fluke Reliability software applications to end users in a Microsoft and Web-based environment. Answer incoming customer support phone calls, email and chat communications. Find and communicate accurate solutions to issues reported by end users while using Fluke Reliability products through analytical talent and strong troubleshooting...

  • Manager, Technical Support

    2 semanas atrás

    São Paulo, São Paulo, Brasil Docusign Tempo inteiro R$104.000 - R$130.878 por ano

    Company OverviewDocusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people's lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now,...

  • Technical Support Engineer

    Há 6 dias

    São Paulo, São Paulo, Brasil Dataddo Tempo inteiro R$60.000 - R$120.000 por ano

    About DataddoDataddo is a recognized leader in cloud-based data integration solutions.Companies likeL'Oréal, Wartsila, Ogilvy, Twitter, and Livesportrely on Dataddo to connect their data sources seamlessly to dashboards and storage platforms.We were honored with a mention in the2024 Gartner Magic Quadrant for Data Integration Tools, highlighting our impact...

  • Technical Support Automation Specialist

    2 semanas atrás

    São Paulo, São Paulo, Brasil TRACTIAN 𝗕𝗥 Tempo inteiro R$80.000 - R$120.000 por ano

    Customer at TRACTIANThe Customer team is the driving factor behind lifetime value, retention and expasion at Tractian. We focus on expanding inside existing customers, crosselling to different products, and building even stronger relationships with our current accounts. Our Enterprise customers are comprised of Fortune 500 companies, such as Hyundai, Bosch,...

  • Technical Support Engineer

    1 semana atrás

    São Paulo, São Paulo, Brasil Simetrik Tempo inteiro R$90.000 - R$120.000 por ano

    About the role:As a Technical Support Engineer, you will play a crucial role in providing top-notch technical assistance to our clients. Your primary responsibilities will include troubleshooting customer issues, analyzing SQL queries, and ensuring smooth operations of our automation platform. This is an excellent opportunity for someone who enjoys engaging...

  • Technical Support Consultant

    1 semana atrás

    São Paulo, São Paulo, Brasil SupportYourApp Tempo inteiro US$40.000 - US$80.000 por ano

    Passionate about the world of tech? What if you had a chance to be a part of the world's leading SaaS, Software, or Hardware solutions? Join our team 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...