Tech Expert

1 dia atrás

Brasil beBeeTechnical Tempo inteiro R$60.000 - R$80.000

Job Role: Technical Support Specialist

The role of the Technical Support Specialist involves providing expert-level technical support and managing customer requests in a dynamic environment. The successful candidate will be part of a collaborative team working directly with clients to ensure positive user experiences.

  • 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.
  • Troubleshoot software-related issues and provide effective solutions.
  • Collaborate with Development, QA, IT, and DBA teams to address technical issues, escalating complex cases as needed for timely resolution.
  • Analyze and troubleshoot technical issues, utilizing back-end databases, platform logs, and data mapping to identify solutions effectively.
  • Deliver expert-level support for Tier 1 and Tier 2 tickets, providing a high level of customer satisfaction across all support levels.
  • Monitor system performance proactively, identifying potential issues before they affect the production environment.
  • Requirements:
  • Excellent verbal and written communication skills in English are mandatory. Portuguese and Spanish are desirable, but not required.
  • At least 1-2 years in a technical support or helpdesk role.
  • Proven ability to remain calm under pressure and provide effective solutions.
  • Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
  • Strong knowledge of website and CRM applications, and a good understanding of HTML and Microsoft Office tools.
  • Capable of tracking tickets and managing support requests.
  • Willingness to travel within Brazil and internationally, up to 35% of the time.

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