Customer Support Analyst Latam

3 meses atrás

Rio de Janeiro, Brasil TuoTempo Tempo inteiro

**Company Description**
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 Analyst 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

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**
- A quick online screening to get a glimpse of your approach to customer requests
- 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;
- 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.
- 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

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