Expert Technical Assistance Provider

Há 12 horas


Vitória da Conquista, Bahia, Brasil beBeeSupport Tempo inteiro R$55.000 - R$70.000

We are seeking an exceptional Technical Support Specialist to provide expert-level technical assistance and manage customer requests in a dynamic environment.

This is a full-time position that requires:

Key Responsibilities
  • Technical Support:
    • 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.
  • Customer Interaction:
    • Respond to and document requests for technical assistance.
    • Ensure customer issues are tracked, monitored, and resolved in a timely manner.
  • Product Knowledge:
    • Provide guidance on software products.
    • Suggest upgrades when appropriate to enhance client experience.
    • Develop self-help guides and FAQs for customers and team members to assist with common issues and reduce future support requests.
Requirements
  • Communication: Excellent verbal and written communication skills in English and Portuguese are mandatory. Spanish is a plus.
  • Technical Support Experience: At least 1-2 years in a technical support or helpdesk role.
  • Problem Solving: 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.


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