Support Analyst, Tier I

**Company Overview**:
DocuSign helps organizations connect and automate how they agree. Our flagship product, eSignature, is the world’s #1 way to sign electronically on practically any device, from virtually anywhere, at any time. Today, more than a million customers and a billion users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people’s lives.

**What you'll do**:
The Support Analyst - Tier I is the first point of contact with clients. You will need to be prepared to guide them in solving problems that may be encountered during the use of DocuSign products and provide the customer with a great experience, striving to increase adoption and satisfaction. 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), and act as a consultant to intermediate features of DocuSign, such as our Power Forms, Templates, Bulk Actions, and WebApp usage. You will participate in special projects, as required, under supervision that improve the quality and efficiency of the support service. You should have a customer focus and a gentle, professional and collaborative profile. You will also need to have good interpersonal skills, since you should assist Support Analysts - Tier I whenever vital.

This position is an individual contributor role reporting to the Manager, Support Delivery.

**Responsibility**
- Provide outstanding support for DocuSign products and services
- Meet and exceed your service level goals
- Achieve at least 90% in call termination surveys
- Reach a maximum of 10% for the call termination rate
- Use support tools (knowledge base) and resources needed to carry out their activities
- Identify product improvements proactively, identify errors, and otherwise determine opportunities to improve the customer experience;
- Make expert reports according to the demand and meet the deadline
- Make articles according to established goal
- Provide service in Portuguese and English, according to necessity
- Participate in training provided by the US team

**Job Designation**:
**Hybrid**:
Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation)

Positions at DocuSign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within DocuSign. DocuSign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

**What you bring**:
**Basic**
- 2+ years of experience as a support representative in a technology environment
- Bachelor’s Degree in IT-related field
- Fluency in Portuguese and English in speaking and writing

**Preferred**
- Ability to navigate, solve, and troubleshoot a ticket system, bug reporting and other support system procedures;
- Deep knowledge of Internet technologies
- Good knowledge of Windows and Apple OS operating systems
- Basic knowledge of network policies
- Experience resolving complex technical issues and making recommendations to Customers
- Ability to navigate, troubleshoot, and troubleshoot a ticket system, bug reporting and other support system procedures
- Ability to seek Level 2 customer service issues in relation to the service level agreement (SLA)
- Knowledge in Spanish

**Life at DocuSign**:
**Working here**

DocuSign is committed to building trust and making the world more agreeable 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 than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.

**Accommodation**

**Our global benefits**:
**Paid time off**:

- Take time to unwind with earned days off, plus paid company holidays based on your region.**Paid parental leave**:

- Take up to six months off with your child after birth, adoption or foster care placement.**Full health benefits**:

- Options for 100% employer-paid health plans from day one of employment.**Retirement plans**:

- Select retirement and pension programs with potential for employer contributions.**Learning & development**:

- Grow your career with coaching, online courses and education reimbursements.**Compassionate care leave**:

- Paid time off following the loss of a loved one and ot