IT Support Expert

Há 6 dias

São Paulo, São Paulo, Brasil beBeeTechnical Tempo inteiro R$107.209 - R$154.939
Technical Support Specialist

We are seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will serve as the primary point of contact for ensuring customer satisfaction with our products and services.

This role focuses on establishing and maintaining strong relationships with client contacts while ensuring proper maintenance and utilization of our products within enterprise environments.

Key Responsibilities:

  • Manage customer requests to ensure timely issue resolution;
  • Deliver premium support focused on incident resolution and product/service renewal to ensure customer satisfaction;
  • Ensure compliance with contractually documented Maintenance Service Agreements;
  • Conduct regular onsite visits for Enterprise customers to maintain engagement and address issues proactively;
  • Follow documented processes to maintain organizational visibility of customer issues/requests;
  • Facilitate communication between customers, product experts, and development teams to manage escalations requiring fixes or feature requests;
  • Collaborate with clients to assess their IT business needs, requirements, and challenges;
  • Plan, develop, and test technical solutions and architectures meeting client needs;
  • Analyze customer business requirements and diagnose product/system issues through end-user consultation;
  • Advocate for customers regarding required fixes or feature requests;
  • Provide customers with work reports and host review calls for technical/support issues;
  • Deliver consultative knowledge transfer and documentation to clients;
  • Update product documentation and share customer feedback/feature requests with product managers;
  • Deliver Professional Services upon request.

Skills & Qualifications:

Essential Skills:

  • Fluent in English (written/spoken); Spanish proficiency is a strong plus;
  • Proven ability to engage senior technical/management stakeholders;
  • Strong interpersonal and negotiation skills.

Desirable Skills:

  • Microsoft OS: Windows Server 2019+, Windows 10+ (Microsoft Certification preferred);
  • Linux Administration: Ubuntu, CentOS;
  • Enterprise Networking: TCP/IP, DNS, Firewall, Active Directory;
  • Virtualisation: VMware ESXi, Hyper-V;
  • Troubleshooting: Wireshark, system logs/dump analysis.

Benefits:

We offer a competitive compensation package including benefits such as:

  • A comprehensive training program to help you develop your skills;
  • A supportive team environment that encourages collaboration and growth;
  • Ongoing opportunities for professional development and advancement.

Other Competencies:

  • Proactive ownership of resolution and root-cause analysis;
  • Strong analytical and troubleshooting skills for complex systems;
  • Critical thinking and decision-making;
  • Excellent time management and prioritization in fast-paced environments.

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