High-Tech Support Expert

Há 7 horas

Palhoça, Santa Catarina, Brasil beBeeTechnical Tempo inteiro R$48.000 - R$72.000
Senior Technical Support Specialist

As a key team member, you will be responsible for delivering exceptional technical support to clients. This includes working closely with cross-functional teams from various vendors and departments to assess problems and synchronize functional impacts on operations.

Responsibilities
  • Actively problem-solving issues by supporting the execution of brainstorming sessions with stakeholders to assess and identify technological solutions.
  • Supporting client management in making informed decisions on how to proceed with problems, incidents, and requests.
  • Communicating incidents or requests to colleagues and other teams.
  • Alerting / Escalating tickets to superiors for further guidance in case a request or incident is hard to be assessed or solved.
  • Maintaining and updating technical manuals, support scripts, and procedures.
  • Managing support ticket systems.
  • Reporting appropriately on all performed activities.
Requirements
  • 4+ years of work experience in Technical or User Support.
  • Technical background in IT or information systems.
  • Practice with agile and IT service operations methodologies (ITIL certification is a plus).
  • Understanding of business concepts like customer experience, customer relationship management, sales, accounting, taxes, logistics, etc.
  • Experience supporting eCommerce solutions.
  • Familiarity with ALM concepts.
  • APIs and microservice architectures.
  • Relational databases (SQL, stored procedures, data modeling).
  • Software coding and scripting.
  • Experience with SQL, KPIs, and dashboards.
  • Knowledge of popular programming languages.

This role is highly customer-focused and fast-paced. You may be required to work outside of regular business hours to become available as the first point of contact for stakeholders experiencing technical challenges; and also to coordinate investigations, workarounds, and bug fixes with the team.

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