Technical Support Specialist

Há 2 dias

Fortaleza, Ceará, Brasil beBeeSupport Tempo inteiro US$40.000 - US$60.000
Technical Support Specialist

We are seeking a highly skilled and motivated technical support specialist to join our team in Brazil. This is a full-time position that requires you to provide expert-level technical support and manage a variety of customer requests in a dynamic environment.

This role involves close collaboration with cross-functional teams, including Development, QA, IT, and DBA, to address technical issues and ensure a seamless experience for our clients.

Key Responsibilities:
  • Technical Support:
  • Assist customers with technical issues via email, ticketing systems, and live chat.
  • Manage and resolve help desk tickets efficiently, adhering to SLAs and providing timely communication with users on ticket progress and resolutions
  • Leverage product knowledge to troubleshoot, analyze, and resolve issues related to application functionality, performance, and availability.
  • Participate in on-call rotations to provide after-hours support and ensure continuity in critical issue resolution.
  • Troubleshoot software-related issues and provide effective solutions.
  • Collaborate with Development, QA, IT, and DBA teams to address technical issues, escalating complex cases as needed for timely resolution.
  • Analyze and troubleshoot technical issues, utilizing back-end databases, platform logs, and data mapping to identify solutions effectively.
  • Deliver expert-level support for Tier 1 and Tier 2 tickets, providing a high level of customer satisfaction across all support levels
  • Monitor system performance proactively, identifying potential issues before they affect the production environment.
Customer Interaction:
  • Respond to and document requests for technical assistance.
  • Ensure customer issues are tracked, monitored, and resolved in a timely manner.
Product Knowledge:
  • Provide guidance on the company's software products.
  • Suggest product upgrades when appropriate to enhance client experience.
  • Develop self-help guides and FAQs for customers and team members to assist with common issues and reduce future support requests.
Internal Collaboration:
  • Work closely with other departments to ensure issues are well-documented and addressed.
  • Document support processes and contribute to knowledge bases, ensuring consistent and high quality service standards.
  • The role involves supporting software applications, resolving technical issues, and delivering excellent customer service in a professional and energetic environment.
  • The successful candidate will be part of a collaborative team working directly with clients to ensure positive user experiences.
Required Skills and Qualifications:
  • Communication:
  • Excellent verbal and written communication skills in English and Portuguese are mandatory. Spanish is a plus, but not required.
  • Technical Support Experience:
  • Ideally, at least 1-2 years in a technical support or helpdesk role.
  • Problem Solving:
  • Proven ability to remain calm under pressure and provide effective solutions.
  • Multi-tasking:
  • Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
  • Technical Proficiency:
  • Strong knowledge of website and CRM applications, and a good understanding of HTML and Microsoft Office tools.
  • Organizational Skills:
  • Capable of tracking tickets and managing support requests.
  • Travel:
  • Willingness to travel within Brazil and internationally, up to 35% of the time.
Benefits:
  • This is a full-time position with regular working hours and weekend availability.
  • Must be willing to work on weekends when required.
  • After-hours support is sometimes necessary.

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