Technical Support Professional

2 semanas atrás

São Paulo, São Paulo, Brasil beBeeSupport Tempo inteiro US$105.000 - US$159.000

The technical support professional plays a vital role in delivering exceptional customer experiences. The Customer Experience and Success organization is a global team that empowers customers to accelerate business value through differentiated customer experiences.

Job Description

We're on a mission to build trust and confidence with every person and organization through delivering seamless support experiences. As a technical support professional, you will own, troubleshoot, and solve customer technical issues.

Key Responsibilities Include:
  • Resolves customer issues through problem solving, collaboration, and research, documenting technical work and research.
  • Assists in implementing end-to-end readiness programs, develops readiness content, mentors new technical support professionals, and develops intermediate-level competence on support topics.
  • Identifies process gaps, provides feedback for improvement, identifies potential defects, and escalates to senior engineers to resolve.
Requirements
  • Bachelor's Degree in Computer Science, Information Technology, or related field AND 1+ years of technical support experience OR 3+ years of technical support experience.
  • Confident English language skills for reading, writing, and speaking.
  • A CyberDefender Mindset: proactive, collaborative, and customer-centric approach adopted by technical support teams to anticipate, prevent, and mitigate cybersecurity threats.
Preferred Qualifications
  • CISSP, Comptia Security +, ISC2 CC, BTL1/2, GSIF/GCIC/GCED/GSEC, PSAA, Kepner-Tregoe, or equivalent certification.
  • Customer Service Foundations (LinkedIn Learning) or other Customer Service Training/Experience.
  • Ability to effectively communicate with customer managers and executives on technical and business issues.

This role requires meeting security screening requirements. Additional qualifications include cloud protection experience, background/experience in security engineering, system/network engineering, DevOps/SRE, software engineering, or similar fields.

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