Customer & Application Support Specialist

The Division: OPTIVIQ Inc. with roots in the Pulp & Paper Industry for nearly 40 years, holding the exclusive global license for the distribution and support of OptiVision, a leading software solution for managing complex manufacturing processes. Owned by Constellation Software Inc., a global leader in vertical market software, we offer a unique environment that combines the flexibility of a medium-sized company with the opportunities and resources of a 50,000+ employee organization.

Division Link:

The Position:
We are seeking a highly skilled and motivated Customer & Application Support Specialist to join our team in Brazil. This is a full-time position that requires you to provide expert-level technical support and manage a variety of customer requests in a dynamic environment. You will be the go-to resource for our customers, providing assistance and ensuring high customer satisfaction through timely and effective problem resolution.

This role involves close collaboration with cross-functional teams, including Development, QA, IT, and DBA, to address technical issues and ensure a seamless experience for our clients.

Responsibilities:
Technical Support :
Assist customers with technical issues via email, ticketing systems, and live chat.
Manage and resolve help desk tickets efficiently, adhering to SLAs and providing timely communication with users on ticket progress and resolutions
Leverage product knowledge to troubleshoot, analyze, and resolve issues related to application functionality, performance, and availability.
Participate in on-call rotations to provide after-hours support and ensure continuity in critical issue resolution.
Troubleshoot software-related issues and provide effective solutions.
Collaborate with Development, QA, IT, and DBA teams to address technical issues, escalating complex cases as needed for timely resolution.
Analyze and troubleshoot technical issues, utilizing back-end databases, platform logs, and data mapping to identify solutions effectively.
Deliver expert-level support for Tier 1 and Tier 2 tickets, providing a high level of customer satisfaction across all support levels
Monitor system performance proactively, identifying potential issues before they affect the production environment.

Customer Interaction :
Respond to and document requests for technical assistance.
Ensure customer issues are tracked, monitored, and resolved in a timely manner.

Product Knowledge :
Provide guidance on the company's software products.
Suggest product upgrades when appropriate to enhance client experience.
Develop self-help guides and FAQs for customers and team members to assist with common issues and reduce future support requests.

Internal Collaboration :
Work closely with other departments to ensure issues are well-documented and addressed.
Document support processes and contribute to knowledge bases, ensuring consistent and high quality service standards.
The role involves supporting software applications, resolving technical issues, and delivering excellent customer service in a professional and energetic environment.
The successful candidate will be part of a collaborative team working directly with clients to ensure positive user experiences.

Skills and Qualifications:
Required :
Communication : Excellent verbal and written communication skills in English and Portuguese are mandatory. Spanish is a plus, but not required.
Technical Support Experience : Ideally, at least 1-2 years in a technical support or helpdesk role.
Problem Solving : Proven ability to remain calm under pressure and provide effective solutions.
Multi-tasking : Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
Technical Proficiency : Strong knowledge of website and CRM applications, and a good understanding of HTML and Microsoft Office tools.
Organizational Skills : Capable of tracking tickets and managing support requests.
Travel: Willingness to travel within Brazil and internationally, up to 35% of the time.

Desired :
Educational Background : Minimum of 2 years of higher education, preferably in a technical field such as computer science or information technologies.
Pulp & Paper Industry Knowledge: Experience in the Pulp & Paper industry, especially in supply chain fulfillment.
Basic Accounting Knowledge : Basic understanding of accounting to assist with the software's financial functions.

Ideal Candidate profile:
The successful candidate will be enthusiastic, energetic, and possess a strong passion for learning. They will be a motivated team player who is driven to provide solutions and improve user satisfaction. The ideal candidate thrives in a fast-paced environment, is organized, and can juggle multiple tasks while maintaining high-quality service.

Work Details:
Work Schedule: This is a full-time position.
Working Hours: 8 AM to 5 PM Brazilian Time.
Weekend Availability: Must be willing to work on weekends when required.
After-Hours Support: Willingness to provide support outside standard business hours as needed.

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