Support Specialist

Há 2 dias

Brasil beBeeTechnical Tempo inteiro R$80.000 - R$130.000
Job Description

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.

You will be the go-to resource for our customers, providing assistance and ensuring high customer satisfaction through timely and effective problem resolution.

Closely collaborate with cross-functional teams, including Development, QA, IT, and DBA, to address technical issues and ensure a seamless experience for our clients.

Responsibilities:

  • 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.

Requirements and Qualifications

  • Excellent verbal and written communication skills in English and Portuguese are mandatory. Spanish is a plus, but not required.
  • At least 1-2 years of experience in a technical support or helpdesk role.
  • Proven ability to remain calm under pressure and provide effective solutions.
  • Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
  • Strong knowledge of website and CRM applications, and a good understanding of HTML and Microsoft Office tools.
  • Capable of tracking tickets and managing support requests.
  • Willingness to travel within Brazil and internationally, up to 35% of the time.

Benefits

  • Competitive salary and benefits package.
  • Opportunities for career growth and professional development.
  • A dynamic and collaborative work environment.
  • The chance to work with a leading company in the industry.

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