Senior Technical Support Specialist

Há 6 dias

São Paulo, São Paulo, Brasil Emplifi Tempo inteiro

About Emplifi

Emplifi's unified customer engagement platform empowers leading brands to revolutionize the digital and social customer experience. With comprehensive social media marketing, social commerce, and care, combined with unified analytics and AI, Emplifi fuels growth, resulting in happy customers, increased product sales, and improved brand loyalty.

About the Customer Support Team

We're a team that connects our Development and Sales departments to clients, involving technical and commercial aspects of the business. Software, social media, and CX management play a significant part in our daily lives.

Job Summary

As a Senior Technical Support Specialist, you'll deliver exceptional technical support and guidance to our customers. Your responsibilities include troubleshooting, diagnosing, and resolving customer issues, ensuring outstanding customer satisfaction. This role demands technical expertise, problem-solving skills, and exceptional communication abilities.

Key Responsibilities

  1. Qualify incoming requests, including technical issues, questions, and inquiries.
  2. Prioritize requests with the appropriate level of urgency and follow the procedure to address them in a timely and effective manner.
  3. Diagnose and troubleshoot software issues.
  4. Guide customers through diagnostic and resolution procedures in a clear and concise manner.
  5. Collaborate with internal teams to identify and resolve issues.
  6. Provide feedback on customer needs and product enhancements.
  7. Develop and maintain a deep understanding of the company's products and services.
  8. Document customer interactions, issues, and solutions for future reference and knowledge sharing.

Requirements

  • College graduate with a technical degree or equivalent hands-on experience.
  • 2+ years in technical support or a similar customer-facing technical role.
  • Creative and technical problem-solving skills.
  • Strong communication skills, both verbal and written, with an ability to explain technical issues in simple terms.
  • Customer-oriented attitude with a passion for providing exceptional service.
  • Ability to work independently and collaboratively, and manage multiple priorities in a fast-paced environment.

Preferred Skills

  • Professional working proficiency in Portuguese and/or Spanish.
  • Familiarity with basic social media platforms.
  • Previous experience with issue/project tracking software.

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