Customer Support Specialist
Há 3 dias
SAP LeanIX is a leading platform for IT landscape management, and we're looking for a skilled Customer Support Specialist to join our team in Sao Paulo, Brazil.
As a key member of our Customer Success organization, you will play a critical role in ensuring our customers get the most out of our product suite. Your primary goal will be to analyze and resolve customer issues, while building strong relationships with our valued customers and educating them on our product functionality.
Key Responsibilities:
- Provide initial response and operational assistance to customers
- Develop software workarounds and resolutions to customer issues
- Deliver solutions to both technical and non-technical end users
- Coordinate customer support cases with internal teams
- Work closely with Customer Success Managers and Engineers to maintain visibility and consistency
- Ensure all issues are systematically tracked and escalated
- Participate in a collaborative team to gain deeper insights into problems and enhance the product
- Continuously improve the knowledge base and educate team members
Requirements:
- 3+ years of relevant work experience in problem analysis and case resolution
- Excellent communication and interpersonal skills
- Outstanding critical thinking skills and ability to build rapport with diverse customer groups
- Strong written communication skills in English and Portuguese or Spanish
- Basic technical understanding of Enterprise Architecture methodology and SaaS-related platforms
- Understanding of Customer Support KPI/Metrics
- Coding/Scripting skills (JSON, Python, HTML, GraphQL, SQL, API Endpoint/Editors)
- Passion for solving technical problems
What We Offer:
- A dynamic, international team working in a connected remote setup
- Opportunities for growth and professional development
- A collaborative and supportive work environment
Language: English and Portuguese or Spanish
Location: Sao Paulo, Brazil
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