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This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Support Specialist based in Brazil.
This role is focused on delivering high-quality technical and customer support to users of a digital SaaS platform. You will be responsible for ensuring that customer inquiries are handled efficiently, accurately, and with a strong focus on user experience. Working in a fully remote and fast-paced environment, you will manage support tickets, troubleshoot technical issues, and collaborate with internal teams to ensure timely resolution. The position plays a key role in maintaining customer satisfaction and platform reliability. You will also contribute to continuous improvement of support processes and internal documentation. This is an excellent opportunity for a detail-oriented professional who enjoys problem-solving and working directly with users in a tech-driven environment.
Accountabilities:
- Provide timely and effective support to customers by handling inquiries and resolving platform-related issues.
- Create, manage, and track support tickets, ensuring proper follow-up and resolution within defined SLAs.
- Troubleshoot technical problems and escalate complex cases to internal technical teams when necessary.
- Maintain clear, professional, and consistent communication with customers throughout the support process.
- Document recurring issues and contribute to improving internal knowledge bases and support workflows.
- Collaborate with cross-functional teams to ensure seamless customer experience and service quality.
- Identify opportunities to improve processes, reduce recurring issues, and enhance overall support efficiency.
Requirements:
- Previous experience in customer support, technical support, or similar client-facing roles.
- Strong communication skills in English, both written and verbal.
- Ability to troubleshoot issues and apply structured problem-solving approaches.
- Experience working with ticketing systems or customer support platforms is a plus.
- Strong organizational skills with the ability to manage multiple requests simultaneously.
- Attention to detail and ability to work independently in a remote environment.
- Familiarity with SaaS or technology platforms is considered an advantage.
- Customer-oriented mindset with a proactive and empathetic approach.
Benefits:
- 100% remote work model
- Permanent full-time employment contract
- Paid time off aligned with company policy and Brazilian national holidays
- Remote insurance coverage
- Company-provided equipment
- Training and professional development opportunities
- Exposure to a global SaaS environment and international customers
- Collaborative and supportive remote work culture.
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