Fieldglass Support Associate

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 & 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 Schedule: This is a full-time position.
• Weekend Availability: Must be willing to work on weekends when required.
• After-Hours Support: Willingness to provide support outside standard business hours as needed.

Optional/Additional Context (if applicable):

The Application Support Engineer role includes oversight of a portfolio of business-critical applications, including maintenance, quality, EHS, production monitoring, IoT integration, and access control systems, with responsibilities such as Level 2/3 support for multiple applications, system monitoring, and cross-region collaboration. This content reflects related responsibilities present in the source material, without introducing new facts.