Customer Support Officer

Há 23 horas

Franco da Rocha, Brasil Loqus Business Intelligence Tempo inteiro

Location: Remote

At Loqus, we believe in innovation, collaboration, personal growth and having fun. We offer competitive salary packages, flexible hours and various working arrangements (fully remote, hybrid, etc.), all within an inspiring and fast-paced environment that maintains a family-oriented approach to work and life. Join us in shaping the future of the last-mile industry.

As an Equal Opportunity Employer, we are committed to transforming the last-mile business, and we are currently seeking a dedicated Customer Support Officer to strengthen our support capacity during night-hour coverage.

Working Hours Requirement
For operational efficiency, we are particularly interested in candidates based in the GMT+8 timezone (or nearby), where these hours fall within normal business times.

We are also seeking to strengthen our team coverage within the GMT–6 timezone (e.g. Brazil/South America) to ensure round-the-clock support across regions.
Applicants based in other time zones are also welcome to apply,provided they are able to work consistent night shifts.

Overall Purpose of Position
Provide fast and useful technical assistance on our applications. Answering technical queries on application issues and offering advice to solve them. The role may also include assisting with software testing as part of our quality assurance processes.

Responsibilities
• Serve as a point of contact for customers seeking technical assistance over the phone, email or customer service desk tools.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through problems solving process.
• Direct unresolved issues to the next level of support.
• Provide accurate information on IT products or services.
• Record events/problems and their resolution in logs.
• Follow up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.

Self-improvement
• Ensures to be well informed and up to date on technical requirements of the specific position responsibilities.

Supervision Received
• General direction from Head on issues of strategic importance or issues that are contentious or sensitive.

Working Conditions
• Normal working conditions.
• May be required to work unusual hours to meet support demand.
• May be required to perform some duties in the next senior position as part of personal development programme.
• May be required to work via teleworking methods.

Knowledge / Skills / Qualifications
• Excellent object-oriented skill.
• Detail-oriented.
• Ability to work independently.
• Proven experience as a Customer Support Officer or another customer support role.
• Good understanding of computer systems, mobile devices and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Proficiency in English.
• Excellent communication skills.
• Customer oriented and cool tempered.

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