Customer Support Specialist

1 dia atrás

Espumoso, Rio Grande do Sul, Brasil beBeeApplication Tempo inteiro R$48.000 - R$72.000
Support Expert

The role requires a highly skilled professional to provide expert-level technical support and manage customer requests in a dynamic environment. The successful candidate will be responsible for providing assistance, ensuring high customer satisfaction through timely and effective problem resolution, and collaborating with cross-functional teams to address technical issues.

Key Responsibilities:

  • Assist customers with technical issues via various communication channels.
  • Manage and resolve help desk tickets efficiently, adhering to service level agreements and providing timely updates to 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, quality assurance, IT, and database administration 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.

Required Skills 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.

Desired Candidate Profile:

The ideal candidate will be enthusiastic, energetic, and possess a strong passion for learning. They will be a motivated team player who is driven to provide solutions and improve user satisfaction. The ideal candidate thrives in a fast-paced environment, is organized, and can juggle multiple tasks while maintaining high-quality service.

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