Technical Client Success Specialist (f/m/d)

• Act as the first point of contact for incoming technical support requests, providing professional and customer-focused assistance throughout the initial support experience.


• Triage, categorize, and prioritize incoming tickets according to their urgency, complexity, and business impact.


• Resolve straightforward technical issues and service requests using established processes, troubleshooting techniques, and available resources.


• Perform initial technical investigations by gathering relevant information, identifying symptoms, and documenting findings clearly for further analysis.


• Escalate complex or specialized technical issues to the appropriate specialist teams while ensuring sufficient context and information is provided.


• Maintain accurate and complete case records, ensuring tickets are properly documented and progressed in line with applicable service-level expectations.


• Communicate clearly and professionally with clients and internal stakeholders, keeping relevant parties informed throughout the support process.


• Contribute to knowledge-sharing activities, documentation, and continuous process improvements designed to increase support efficiency and client satisfaction.


• Collaborate effectively within a global technical support organization and help maintain a consistent, high-quality client experience.

Requirements

• Strong customer service and communication skills, with the ability to interact professionally and empathetically with clients experiencing technical issues.


• Basic technical troubleshooting knowledge and a genuine interest in technology, with the motivation to continue developing technical expertise.


• A structured problem-solving mindset, strong attention to detail, and the ability to investigate issues methodically.


• Excellent organizational and time-management skills, including the ability to manage multiple support requests and competing priorities.


• Ability to work effectively in a fast-paced environment while maintaining accuracy, responsiveness, and a high standard of customer service.


• Experience working with ticketing systems, CRM platforms, or other customer support tools is desirable.


• Ability to recognize when an issue can be resolved independently and when it requires escalation to a specialist team.


• Strong written and verbal English communication skills are required because the role operates within a global team and involves international client and stakeholder communication.


• Ability to work collaboratively with distributed teams while also demonstrating autonomy, reliability, and ownership of assigned cases.


• A proactive attitude toward learning, knowledge sharing, and continuous improvement.

Benefits

• Four-day Flexi-Week arrangement, with one lighter or fully disconnected day each week while maintaining full pay and the full annual holiday allowance.


• Flexible hybrid working model designed to support collaboration, trust, autonomy, and flexibility.


• Monthly contribution toward work-related expenses to help support remote-working costs.


• Furniture package to help create a comfortable and productive home workspace.


• Meal vouchers to support lunch expenses.


• Public transportation voucher or card for commuting to the office when required.


• Access to global health and wellbeing initiatives.


• Learning and professional development opportunities through an internal learning academy.


• Peer-to-peer recognition programs that celebrate employee contributions.


• International and collaborative working environment with colleagues across different markets and cultures.


• Strong focus on diversity, inclusion, authenticity, and professional development.


• Opportunity to build technical expertise through exposure to a wide range of client challenges and support scenarios.


• Compensation and any additional benefits applicable to Brazil are determined by the hiring company and will be discussed during the recruitment process.