Expert Technical Support Specialist

Há 3 dias

Campinas, São Paulo, Brasil beBeeTechnical Tempo inteiro R$99.520 - R$126.040

We are seeking an experienced professional to join our team as a technical expert in software support and customer experience. The role requires excellent problem-solving skills, the ability to work independently, and strong communication skills.

The primary responsibility of this position will be to ensure customer satisfaction through fast, quality technical support and provide a stellar customer experience to support our company's aggressive growth plans.

To achieve this goal, the successful candidate will need to possess a robust background in Python, RPA, and automation with outstanding problem-solving and communication skills, capable of building relationships with and delivering quality training to technical users.

Responsibilities:

  • Provide first-level technical support to customers via videoconference, email, and chat, resolving issues related to software applications and services.
  • Diagnose, troubleshoot, and resolve hardware, software, and network issues by collaborating with internal teams and utilizing support tools.
  • Document and track all customer interactions, issues, and resolutions in the support ticketing system, ensuring timely follow-up and closure.
  • Own the solution to tickets end-to-end, escalating complex issues to higher-level support or development teams, providing detailed information, and following up until resolution.
  • Develop and maintain knowledge base articles, FAQs, and technical documentation to assist customers and internal team members.
  • Build long-lasting relationships with developers and other technical users.
  • Conduct user training sessions and webinars to improve customer knowledge and product utilization.
  • Provide feedback to the Product, Customer Success, and other internal teams to enhance the company's offerings.
  • Contribute to our strategic plan; provide insights into technical support best practices, challenges, and lessons learned.

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