Customer Support Representative, Trilingual

**Customer Support Representative, Trilingual**
Customer Success I Sao Paulo, Brazil

**Our agreement with employees**
DocuSign is committed to building trust and making the world more agree-able for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what's right, every day. At DocuSign, everything is equal. We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better. And for that, you'll be loved by us, our customers, and the world in which we live.

**The team**
Our Customer Success team is the largest organization in the world focused entirely on agreement processes and technologies. We are the Agreement Experts. With hundreds of thousands of successful customers worldwide, we know how to help our customers see results quickly. And that experience is just one of the reasons our customers trust us to connect, automate, and integrate their systems of agreement, everywhere they need to get work done. As part of our global team of Agreement Experts - in professional services, customer success management, learning and enablement, and customer support - you'll bring your knowledge, insights, and proven expertise to help our customers achieve more than they ever thought possible.

**This position**
The ideal support expert is an articulate and technical specialist who understands and can appreciate the challenges organizations face in implementing and integrating cloud technologies. You have technical depth and a customer-first mentality, the motivation to take the initiative to own and resolve customer issues to help them leverage their use of our products for maximum impact, and interest in working in a dynamic, fast-growing, learning environment. The position acts as the liaison between customers and all functional areas within DocuSign to resolve service, support, and billing inquiries.

You need to be prepared to guide them in solving problems that may be encountered during the use of DocuSign products and, in the same way, to provide the customer with a great experience in the use of the products, aiming to increase adoption and consequently, satisfaction with care. This position requires technical insight as the analyst will assist in solving complex production problems (including customer concerns, system testing, strategy sessions, and company-wide knowledge distribution), act as a consultant to advanced features of DocuSign, such as our APIs, DocuSign Connect, Power Forms, Templates, and embedded signatures. Participate in special projects, as required, under general supervision that improves and improves the quality or efficiency of the support service, should have a customer focus and a gentle, professional and collaborative profile.

This position is an individual contributor reporting to the Support Manager and is designated Flex.

**Responsibilities**
- Meet and exceed DocuSign Customer Support service level goals
- Demonstrate superior communication skills
- Proven customer service skills to be able to solve customer service issues, both technical and relationship
- Identify improvements to the product proactively, identify bugs and otherwise determine high-impact opportunities to enhance the customer experience
- Promote DocuSign products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs
- Deliver product training to prospects, customers, and fellow employees
- Provide service in Portuguese, English and Spanish, according to necessity
- Participate in training provided by the US team

**Basic qualifications**
- 2+ years of previous experience
- Bachelor's degree or a Master's degree (IT related)
- Fluency in Portuguese, English and Spanish in speaking and writing

**Preferred qualifications**
- Previous experience as a technical support representative in a technology environment
- Ability to navigate, troubleshoot, and troubleshoot a ticket system, bug reporting and other support system procedures
- Deep knowledge of Internet technologies and OS operating systems (Windows and MAC)
- Ability to seek Level 2 customer service issues in relation to the service level agreement (SLA)
- Excellent independent work and problem-solving attitude in a constantly changing and frequently ambiguous environment
- Experience maintaining composure in critical situations and communicate clearly with both internal and external customers
- Excellent customer service skills focused on solving customer issues while providing an excellent customer experience
- Self-motivated and goal-oriented
- Comprehensive understanding of the customer experience and ability to own their success

**Vaccinatio