Advanced Technical Solutions Specialist

1 dia atrás

São Paulo, São Paulo, Brasil beBeeExpert Tempo inteiro US$90.000 - US$118.000
Senior Technical Support Engineer

We are seeking a seasoned professional to join our technical support team as a Senior Technical Support Engineer.

In this role, you will be responsible for leading and innovating technical support projects aimed at enhancing customer success. This will involve collaborating with cross-functional teams to implement creative solutions to customer challenges.

You will also act as a thought leader within the support team, driving process improvements and knowledge-sharing initiatives.

  • Deliver expert-level support to customers via multiple channels, showcasing your deep understanding of Graphisoft products.
  • Own escalated tickets from Tier 1 support, ensuring thorough investigation and resolution.
  • Communicate clearly and empathetically with customers, keeping them informed every step of the way.
Key Responsibilities:
  • Lead technical support projects that drive customer satisfaction and loyalty.
  • Collaborate with internal stakeholders to develop and implement effective solutions to customer challenges.
  • Drive process improvements and knowledge-sharing initiatives within the support team.
Technical Expertise:
  • Conduct in-depth research and troubleshooting for complex technical issues.
  • Collaborate closely with software developers to identify root causes and implement long-term solutions.
  • Document best practices and solutions in support articles to enhance team efficiency.
Mentorship and Knowledge Sharing:
  • Guide and mentor junior Technical Support Engineers, fostering a culture of growth and collaboration.
  • Participate in onboarding new team members, sharing best practices and technical insights.
Customer Focus:
  • Deliver exceptional customer service, resolving issues efficiently and effectively.
  • Cultivate strong relationships with customers, building trust and loyalty.
  • Communicate clearly and transparently, keeping customers informed throughout the support process.

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