Technical Support Team Lead

Há 2 dias

Sorocaba, São Paulo, Brasil beBeeCustomerSupport Tempo inteiro R$115.000 - R$145.000

Technical Support Specialist

This role involves providing technical support to customers, including troubleshooting, identifying root causes, and resolving issues or escalating them when necessary.

  • You will be responsible for meeting or exceeding customer expectations on response quality, timeliness of responses, and overall customer experience.
  • Serve as an internal and external point of contact for customer escalations and ensure that customer issues are resolved in a timely manner.

This position requires a strong background in customer support, technical support, system administration, or related customer-facing roles. Knowledge of the Windows environment, including Windows Service and Workstation, is also required.

Key Responsibilities:
  • Take ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution or escalation
  • Meet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience
  • Serve as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible
  • Collect information and document bugs with Sr. TSE and/or Engineering for product issues that are impacting customers
  • Create process or troubleshooting documentation in support of knowledge base
Requirements:
  • 3+ years of customer support, technical support, system administration, or related customer-facing role
  • Knowledgeable in the Windows environment, including Windows Service and Workstation, troubleshooting, and diagnosing low-level operating systems and network issues
  • Possession for solving customer issues and advocating for their success in a fast-paced, highly technical environment

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