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The T1 Software Support Analyst provides frontline customer and technical support across multiple products and communication channels. This role is responsible for assisting customers with product, account, and workflow-related questions while delivering a professional and positive support experience. The analyst will troubleshoot common issues, document customer interactions, and escalate more complex concerns when needed. Success in this role requires strong communication skills, adaptability, attention to detail, and a customer-focused mindset in a fast-paced environment.
What You’ll Do:
- Provide timely and professional support through email, chat, phone, and ticketing systems.
- Troubleshoot common product, account, and workflow-related issues for customers and internal users.
- Accurately document customer interactions, troubleshooting steps, and resolutions.
- Escalate unresolved, urgent, or complex issues to senior team members when appropriate.
- Manage assigned ticket queues and ensure timely follow-up and case resolution.
- Support multiple products, communication channels, and operational needs based on business priorities.
- Maintain quality, productivity, and customer service standards across all assigned work.
- Build and maintain knowledge of supported products, tools, and workflows through ongoing training and coaching.
- Communicate clearly and professionally with customers, teammates, and leadership.
- Collaborate with team members to support daily operations, knowledge sharing, and continuous improvement efforts.
Who You Are:
- 1+ years of experience in customer support, technical support, SaaS support, retail service, or a related field preferred.
- Strong written and verbal communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Comfortable learning new tools, systems, and processes quickly.
- Strong customer service mindset with attention to detail and problem-solving skills.
- Professional, reliable, coachable, and team-oriented approach to work.
- Portuguese and English required (communication via phone, email, and chat channels).
What We Offer:
- Working on state-of-the-art technology with an international team
- Wide range of benefits: healthcare and home office allowance
- Hybrid or remote working model
- Career path internally
- Learning & development opportunities
Shifts:
Please note that this position requires flexibility during the initial onboarding phase (up to 8 weeks), which follows a Monday through Friday, 8:00 AM to 4:00 PM MT (Denver) schedule (11:00 AM to 7:00 PM São Paulo time). A 1-hour lunch break is included.
After onboarding, you will transition to your permanent shift: Monday through Friday, 10:00 AM to 6:00 PM MT (Denver) (1:00 PM to 9:00 PM São Paulo time). A 1-hour lunch break is included.
Don't meet every single requirement? Studies have shown that those in underrepresented groups, such as women and those in our BIPOC communities, tend to not apply to jobs unless they meet every single requirement and qualification. At FORM, we are dedicated to building diverse, inclusive, and an authentic workplace-- So, if you're excited about this role but your past experience doesn't align perfectly with the job description, we encourage you to apply anyway. You may be the right candidate for this or other roles at FORM!
About FORM
FORM powers the world’s 2 billion mobile workers as they change companies and industries for good, with mobile technology that improves execution from the frontline. FORM activates and connects teams in the field – with leaders, missions, and each other – so they can deliver success in the enterprise. The FORM field execution platform serves as a digital assistant for frontline teams by guiding daily tasks, streamlining data collection, facilitating real-time communication, and providing leaders with real-time intelligence to drive faster actions and better decisions. FORM offers the world’s only integrated task management and image recognition platform and enables smart audits on more display types than any solution in the market, plus industry-leading field communications and photo reporting capabilities. FORM solutions have been deployed by Fortune 500 companies around the world.
OUR SOLUTIONS:
FORM OpX
FORM OpX empowers teams to improve operational compliance by digitizing audits and inspections to reduce risk and improve safety and quality from the frontline. FORM OpX mobile workflows make it easy to capture the right data, at the right place, at the right time – every time. Teams stay connected with instant frontline communications on mobile, and real-time insights allow leaders to spot and fix issues quickly and measure trends over time so teams can take action on the opportunities that move the business forward.
GoSpotCheck by FORM
GoSpotCheck by FORM unleashes the power of field teams to drive market execution with the only mobile solution that combines dynamic task management, industry-leading image recognition, photo reporting, field team communications, and advanced reporting – all within one easy-to-use platform. Guide teams, improve execution, and drive sales while creating a shared view of the field that helps leaders make better decisions, faster. Sell more with GoSpotCheck by FORM, the field execution app that guides, tracks, and improves performance in real-time.
Who We Are
We are innovators:
We are partners: We’re only as successful as our customers. We provide exceptional support, strategic partnership, and personalized account management to ensure they’re successful.
We are problem-solvers: We believe business will help solve the complex challenges facing our planet today. We build products centered on helping them succeed so they can do just that.
We are flexible: We believe in a "Work Your Way" Employment Policy. Employees who can effectively perform their job functions remotely may do so indefinitely.
Humble + hungry. We measure success by how we help customers win. And we've been in the game a long time (in software years). Every interaction gives us the chance to deliver better service and more value. Along the way we've picked up a few awards, and for that, we're thankful.
FORM offers competitive salaries and full benefits for full-time employees and is an Equal Employment Opportunity (EEO) employer--welcoming all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or other legally protected status.
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