Intern - Bilingual English/portuguese Support

3 semanas atrás

Sao Paulo, Brasil Pulse Labs Tempo inteiro

Pulse Labs () is looking for dedicated individuals to join our team as Support Specialists intern. Backed by industry giants Google and Amazon, Pulse Labs is at the forefront of revolutionizing product development. Our mission is to provide insightful, actionable, and easily comprehensible feedback throughout the product lifecycle—from conception to market launch and beyond. Through our innovative product evaluation platform, we empower leading tech companies to refine and create groundbreaking products across mobile, smart home, wearables, and automotive domains.

We're seeking a detail-oriented, customer-focused Support Specialist who excels in problem-solving and thrives in a fast-paced environment. If you are passionate about providing exceptional service and enjoy being part of a collaborative team, then this role is perfect for you

In this role, you will manage incoming support tickets via HubSpot, ensure effective communication with clients, and resolve issues efficiently. You will be the primary point of contact for client inquiries, providing timely and accurate information while maintaining clear and professional communication throughout the ticket resolution process. You will also troubleshoot and resolve client issues, escalate complex issues when necessary, and document all client interactions and resolutions in HubSpot. Additionally, you will contribute to process and product improvements by identifying trends and common issues.

This is a high-priority, remote position based in São Paulo, Brazil, and we are looking for someone available to start immediately.

**This is a 3-month, paid internship that will require about 40 hours of work per week. **_There may be a special automotive research project happening July 15-30 that may involve riding in a vehicle with research participants while they test a new app. Preference will be given to applicants who are open to helping facilitate this type of research._

**Key Responsibilities**
- Monitor and manage incoming support tickets in HubSpot.
- Prioritize and categorize tickets based on urgency and importance.
- Assign tickets to appropriate team members if necessary.
- Serve as the primary point of contact for client inquiries.
- Provide timely and accurate information to clients regarding their queries and issues.
- Maintain clear and professional communication with clients throughout the ticket resolution process.
- Troubleshoot and resolve client issues efficiently.
- Escalate complex issues to senior staff or relevant departments when necessary.
- Follow up with clients to ensure issues are resolved to their satisfaction.
- Document all client interactions, issues, and resolutions in HubSpot.
- Maintain and update the knowledge base with frequently asked questions and solutions.
- Identify trends and common issues and suggest improvements to processes and products.
- Provide feedback to the product and development teams based on client interactions.

**Basic Qualifications**
- Previous experience in a customer support or client services role, preferably in a research or technology company.
- Experience with HubSpot or similar CRM/ticketing systems.
- Must be able to work flexible hours to accommodate varying schedules and ensure coverage.

**Preferred Qualifications**
- Excellent verbal and written communication skills in English and Portuguese.
- Willingness to help facilitate in-person automotive research July 15-30 in São Paulo.
- Strong problem-solving abilities and attention to detail.
- Ability to manage multiple tasks and prioritize effectively.
- Proficiency in using support software and technology tools.
- Customer-focused with a commitment to providing exceptional service.
- Adaptable and able to work in a fast-paced environment.
- Collaborative team player with a positive attitude.

Individuals seeking employment at Pulse Labs are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

**Job Types**: Temporary, Internship
Contract length: 3 months

Pay: R$2,200.00 - R$3,000.00 per month

**Language**:

- English (required)
- Portuguese (required)

Work Location: Hybrid remote in São Paulo - SP 01302-000

Expected Start Date: 17/06/2024

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