Customer Care Agent Latam

**Infraspeak - **Dawn of a New Era**

Our vision for **intelligence**, together with an ever-ending search for **personalization**, makes **Infraspeak **a unique **Intelligent Maintenance Management Platform (IMMP)** that helps thousands of teams every day.

We make our customers' life much easier. They can do more with their current resources; they deliver what's expected from them. They reach their goals. Why? Because our platform truly reflects our motto**:_Be a Source of Good Life_**

The time of software being just a repository of information is clearly over. That's why Infraspeak is not just a system of records. It's a** system of intelligence** that collects **data **and transforms it** into real actions** by using state-of-the-art technology and making it accessible to teams of all sizes.

Our **intelligent platform** works for our customers to **overcome **today's **challenges **and future-proof their operation. Yes, the future: no matter how it looks

We were proudly born in **Porto**, Portugal, **to **the **world**. We are a fast-growing company that partners with customers from Asia to Europe to Africa to the Americas and builds with some of the world's most relevant investors.

We say that we have _limited resources_ -- we all do, right? -- but **_unlimited ambitions_**. Come help us grow and chase bigger wins
- ** We believe in meritocracy, holacracy and ownership.**:

- **We believe that only great teams can build great products -- and customers are part of our team.**:

- **We believe happiness is in the path, not at the end of it.**:

- **For us, simplicity is the ultimate sophistication -- thanks, Leo da Vinci**

**What will you do?**:

- Provide outstanding customer support to customers via ticket and chat.
- Help customers use specific product features, proactively identify opportunities to enhance customer experience, and contribute to the development of knowledge base articles, tutorials, and training materials.
- Analyze, troubleshoot, and report product malfunctions.
- Investigate and escalate complex technical issues to the appropriate internal teams for resolution, while ensuring timely follow-up and communication with customers.
- Collaborate closely with cross-functional teams (especially Product and Engineering) concerning bugs, new feature suggestions, and other customer feedback and information.
- Produce and update content for our help center.
- Ensure customer satisfaction while accomplishing SLAs and KPIs.

**What do we expect from you?**:

- Experience in multichannel customer Care roles (mandatory), preferably in a SaaS environment (valued).
- Fluency and experience in English, Portuguese (spoken and written), and Spanish (written).
- Experience using helpdesk software (Freshdesk preferred).
- Familiarity with using/implementing AI in helpdesk (e.g. chatbots) is a plus.
- Experience in Tier 2/escalations support is a plus.
- Education in Languages, International Relations, or Communications is valued.
- Familiarity with Facility Management, Hospitality, or Technical Assistance is valued.
- Clear communication & problem-solving skills with a positive tone.
- Ability to multitask and prioritize workload effectively in a fast-paced environment.
- Empathy, adaptability, and patience.
- Responsibility and ownership.

**What do we offer?**:

- Flexible working hours and remote-friendly culture.
- Competitive salary and perks.
- Modern co-working space with everything you need, located in Florianópolis.
- A scaleup environment, where you will see the company (and yourself) grow beyond a dozen people to a worldwide reference in the field (some people call it ambition, we call it focus).
- A balanced work environment where you will have autonomy, responsibility, ownership, and freedom to make mistakes and to learn from them.
- Regular events to promote knowledge sharing and team engagement.