Customer Service Representative

4 semanas atrás

São Paulo, São Paulo, Brasil FICO Tempo inteiro
About the Role

FICO is a leading global analytics software company, helping businesses make better decisions. As a Customer Support Engineer, you will provide remote technical support to internal and external clients globally for both hosted and on-premise solutions by supporting our diverse product portfolio. You'll collaborate with IT, operations teams, product development, and product management to deliver exceptional customer experiences.

Key Responsibilities

  • Provide product and customer support for global clients.
  • Manage the flow of customer incidents via telephone, cases, and working with next-level support, infrastructure teams, and product teams.
  • Triage and escalate incidents in a timely manner according to standard operating procedures.
  • Act as a liaison between engineering and consulting teams to resolve incidents.
  • Maintain and determine ways to improve the customer experience by demonstrating a strong client-focus and professional communication.

Requirements

  • Bachelor's degree or equivalent.
  • Sound understanding of managing, handling, and troubleshooting multi-tier cloud applications and software products.
  • Good customer-facing skills to handle phone and email communications with clients.
  • Good understanding of enterprise-level application support and infrastructure support.
  • Familiarity with cloud platforms.
  • Ability to work primarily in shifts.
  • Ability to troubleshoot issues, disturbances, and failures in platforms and systems, and work with internal and external stakeholders to restore functionality.
  • Ability to prioritize and manage multiple incidents.
  • Ability to interact with diverse customer bases successfully.
  • Knowledge or prior exposure to incident/problem/change management.
  • Understanding of ITIL framework.
  • Familiarity with AWS concepts.
  • Excellent written and verbal skills.

About FICO

  • An inclusive culture reflecting core values: Act Like an Owner, Delight Our Customers, and Earn the Respect of Others.
  • The opportunity to make an impact and develop professionally by leveraging unique strengths and participating in valuable learning experiences.
  • Highly competitive compensation, benefits, and rewards programs that encourage employees to bring their best every day and be recognized for doing so.
  • An engaging, people-first work environment offering work-life balance, employee resource groups, and social events to promote interaction and camaraderie.

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