Support Specialist

Location: Brazil
Work Model: 100% Remote
Employment Type: Permanent, Full-Time

 ABOUT THE ROLE

Trax Retail is looking for a Support Specialist to assist customers using the Trax platform by providing technical support, managing inquiries, and ensuring a positive user experience. This role focuses on raising and tracking support tickets, troubleshooting issues, and collaborating with internal teams to resolve client needs efficiently.

The ideal candidate is customer-focused, detail-oriented, and comfortable working in a fast-paced remote environment while maintaining strong communication with users and stakeholders.

KEY RESPONSIBILITIES

• Provide support to customers using the Trax platform by responding to inquiries and resolving issues.
• Create, manage, and follow up on support tickets to ensure timely resolution.
• Troubleshoot platform-related questions and escalate complex issues when needed.
• Maintain clear and professional communication with customers throughout the support process.
• Document recurring issues and contribute to improving support workflows and internal knowledge bases.
• Collaborate with cross-functional teams to ensure high-quality service delivery.

 QUALIFICATIONS

• Based in Brazil.
• Previous experience in customer support, technical support, or similar roles.
• Strong English communication skills (written and verbal).
• Excellent problem-solving abilities and attention to detail.
• Ability to manage multiple requests and prioritize tasks effectively in a remote environment.

Nice to Have

• Experience supporting SaaS or technology platforms.
• Familiarity with ticketing systems or customer support tools.

Training will be provided.

 BENEFITS & PERKS

• Permanent full-time position.
• 100% remote work.
• Paid time off aligned with company policy plus Brazilian national holidays.
• Remote Insurance coverage.
• Equipment provided.
• Professional development and training opportunities.