Highly Skilled Technical Support Professional

Há 2 dias

São Paulo, São Paulo, Brasil beBeeCustomerSupport Tempo inteiro US$90.000 - US$120.000
Job Description

We are seeking a skilled Technical Support Specialist to join our team. As a key member of our support organization, you will be responsible for delivering exceptional technical support to our customers.

Key Responsibilities:

  • Manage customer requests to ensure timely and efficient issue resolution;
  • Deliver high-quality technical support focused on incident resolution and product/service renewal to ensure customer satisfaction;
  • Process complex cases, stepping in to manage escalations when required;
  • Support customers with technical topics including webinars, support delivery assistance, and project design;
  • Ensure compliance with contractually documented maintenance agreements;
  • Conduct regular onsite visits for enterprise customers to maintain engagement and address issues proactively;
  • Follow all documented processes to maintain organizational visibility of customer issues/requests;
  • Facilitate communication between customers, product experts, and development teams to manage escalations requiring fixes or feature requests;
  • Collaborate with clients to assess their IT business needs, requirements, and challenges;
  • Plan, develop and test technical solutions and architectures meeting client needs;
  • Analyze customer business requirements and diagnose product/system issues through end-user consultation;
  • Advocate for customers regarding required fixes or feature requests;
  • Provide customers with work reports and host review calls for technical/support issues;
  • Deliver consultative knowledge transfer and documentation to clients;
  • Update product documentation and share customer feedback/feature requests with product managers;
  • Deliver professional services upon request.

Requirements and Qualifications:

Communication:

  • Fluent in English (written/spoken); Spanish proficiency is a strong plus;
  • Proven ability to engage senior technical/management stakeholders;
  • Strong interpersonal and negotiation skills.

Technical Expertise:

  • Advanced:
  • Microsoft OS: Windows Server 2019+, Windows 10+ (Microsoft Certification preferred);
  • Virtualisation: VMware ESXi, Hyper-V;
  • Troubleshooting: Wireshark, system logs/dump analysis.

Intermediate:

  • MS SQL & Exchange;
  • Web/messaging systems.

Nice-to-Have:

  • Kaspersky product certifications;
  • CompTIA CASP+ or equivalent.

Qualifications:

  • Bachelor's degree in IT, Computer Science, or related field;
  • 7+ years in IT (with 4+ years focused on IT security);
  • Certifications: MCP (Windows Server/Windows 10+); CCNA (highly beneficial); VMware ESXi/Linux certifications;
  • Must obtain core certifications within 3 months of hire.

Competencies:

  • Proactive ownership of resolution and root-cause analysis;
  • Strong analytical and troubleshooting skills for complex systems;
  • Critical thinking and decision-making;
  • Excellent time management and prioritization in fast-paced environments.

Recruitment Process:

We value transparency and efficiency, here's what to expect:

  • Resume Review.
  • Introductory Video Call (30 min | Recruiter).
  • Offer & Reference Check.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Customer Service and Information Technology

Industries: Computer and Network Security and IT Services and IT Consulting

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