Technical Service Representative

Há 6 dias

Brasil beBeeCustomerSupport Tempo inteiro R$93.000 - R$111.000

We are seeking a highly skilled and motivated individual 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.

This role involves close collaboration with cross-functional teams, including Development, QA, IT, and DBA, to address technical issues and ensure a seamless experience for our clients.

Key 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.

You will be responsible for delivering expert-level support for Tier 1 and Tier 2 tickets, providing a high level of customer satisfaction across all support levels. Additionally, you will monitor system performance proactively, identifying potential issues before they affect the production environment.

Requirements:
  • Communication: Excellent verbal and written communication skills in English and Portuguese are mandatory. Spanish is a plus, but not required.
  • Technical Support Experience: Ideally, at least 1-2 years in a technical support or helpdesk role.
  • Problem Solving: Proven ability to remain calm under pressure and provide effective solutions.
  • Multi-tasking: Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
  • Technical Proficiency: Strong knowledge of website and CRM applications, and a good understanding of HTML and Microsoft Office tools.
  • Organizational Skills: Capable of tracking tickets and managing support requests.

Besides possessing excellent technical skills, you should also have strong organizational and time management skills to handle multiple priorities and deadlines.

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