Technical Support Specialist

Há 15 horas

Fortaleza, Brasil Bebeesupport Tempo inteiro

We are seeking a skilled Technical Support Specialist to provide daily technical support to customers, resolving software and compliance-related issues.This full-time, remote role involves working closely with various teams, utilizing tool subscriptions such as Enterprise ChatGPT, Grammarly, and GitHub Copilot (if required) to deliver exceptional support.The client offers a software platform that makes trust-building in business relationships effortless.Their software enables companies to adopt formal security and privacy programs, measure their efficacy against compliance standards, and share achievements with customers via AI to answer security questionnaires.As a result, compliance becomes habitual, simple to understand and implement, and continuously verifiable, allowing businesses to gain transparency into their compliance status.ResponsibilitiesDrive resolution of customer issues, act as a customer advocate, and maintain happy and satisfied customersFollow established service level agreements (SLAs)Triage support requests by conducting a first-level investigation of technical product issuesProvide continuous and timely updates on issue resolution status to customers and key internal stakeholdersEngage with the Engineering team to ensure timely resolution of customer issues according to SLAs and escalate when necessary to meet those goalsRequired Skills and QualificationsExcellent written and verbal English communication skillsUniversity degree with a major in Computer Science, Engineering, or a related technical field2+ years of customer support experience for a commercial software productPossess a passion for providing technical support to customers and helping them gain success using client productsDemonstrated ability to investigate and troubleshoot product issues by reproducing the problem, examining application logs, and reviewing debug messages and stack tracesStrong problem-solving capabilities in a Software-as-a-Service (SaaS) application environmentFamiliarity with new products and features, with a willingness to learn and adaptCareer-minded and willing to take on responsibilities, including learning new software development languages and toolsTrustworthy, team-oriented, and transparent

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