Quick Summary
Operating remotely from Brazil, this position provides multi-channel L2 technical support via phone, email, chat, and ticketing systems to diagnose incidents, assist with product configuration, and reduce escalations. Candidates must have proven L2 technical support experience, strong customer service capabilities, and advanced or fluent English to coordinate between users, local teams, and global stakeholders.
We are inspired by tech powered by people. That is why we need people who are passionate about challenges and have a thirst for continuous learning.
We are looking for new makers to dream with us, who see beyond the obvious and are ready to join us on this journey of transformation and growth. We are expanding our horizons and seeking people who share this same passion for technology and continuous learning. If you fit this profile, come be part of our team!
RESPONSIBILITIES AND ASSIGNMENTS
- Provide technical support to customers via phone, email, chat, or ticketing system, ensuring prompt, assertive, and effective service;
- Guide customers in the configuration and use of products, identifying and resolving potential difficulties;
- Log and document service calls, solutions, and technical procedures, contributing to the maintenance and evolution of the knowledge base;
- Work on the analysis and resolution of incidents based on structured procedures and knowledge, reducing the need for escalation to L2/L3 levels;
- Collaborate with internal teams and technical areas in resolving more complex issues, contributing to the continuous improvement of support processes;
- Identify recurring issues and trends in service interactions, reporting them to the responsible teams for product and service evaluation and evolution;
- Maintain a high standard of service, communication, and customer relationship, contributing to customer satisfaction and loyalty;
- Align service interactions between users, the local team, and the global team, using English as the communication language;
- Open, follow up on, and update support tickets with third-party companies and vendors;
- Contribute to the continuous improvement of support processes, seeking greater autonomy in incident resolution and reducing escalations.
REQUIREMENTS AND QUALIFICATIONS
- Proven experience in technical support - L2;
- Advanced/fluent English;
- Experience with customer service and client relationships;
- Good verbal and written communication;
- Ability to analyze and resolve problems efficiently;
- Organization, proactivity, and ability to handle multiple demands simultaneously.
Differentials
- Basic knowledge of PHP;
- Basic knowledge of networks (switch, router, access point, and modem);
- Experience with support and ticket management tools, such as ServiceNow;
- Knowledge of virtual machines (VM);
- Knowledge of SAP, especially user account management;
- Knowledge of SharePoint;
- Knowledge of the Microsoft Office platform.