Support Specialist
Listing location: Brazil Fully remote work model across Latin AmericaFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2–4 years of experience
- Required Skills
- Problem SolvingTroubleshootingTechnical supportAnalytical thinkingCustomer supportSaaS
Requirements
- 2–4 years of experience in high-volume customer support or technical support roles.
- Experience handling 25+ tickets per day in SaaS, IT support, or integration-focused environments.
- Strong troubleshooting skills using logs, dashboards, documentation, and customer data.
- Experience with time-sensitive environments where delays impact business operations.
- Ability to manage multiple concurrent cases with a structured tracking system.
- Clear, empathetic written and verbal communication tailored to different audiences.
- Ability to work remotely under SLA-driven performance metrics and visibility.
- Strong analytical thinking and problem-solving mindset.
Responsibilities
- Handle approximately 30–40 customer tickets per day across email, chat, and occasional calls or video support.
- Investigate and troubleshoot technical and workflow issues using logs, dashboards, and internal documentation.
- Diagnose common system issues such as integration failures, authentication problems, and data discrepancies.
- Reproduce customer-reported issues and document findings clearly for resolution or escalation.
- Escalate complex technical cases to engineering or technical teams with complete and structured context.
- Own cases end-to-end, ensuring proactive communication and timely updates to customers.
- Maintain SLA compliance, ticket hygiene, and proper categorization of support requests.
- Identify recurring issues and report patterns to support leadership and product teams for continuous improvement.
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