Technical Support Representative
New
Remote-first work model with flexibility to work from anywhere in BrazilFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Required Skills
- HTMLCSSJavascriptSalesforceJiraConfluenceZendesk
Requirements
- Degree in Computer Science, Information Technology, or equivalent practical experience
- Strong verbal and written communication skills in English
- Experience working with ticketing systems such as Zendesk, Jira, or Salesforce
- Basic understanding of web technologies (HTML, CSS, JavaScript) and debugging techniques
- Familiarity with networking fundamentals, including HTTP/HTTPS, DNS, firewalls, and proxy servers
- Knowledge of support tools and documentation platforms such as Confluence and CRM systems
- Analytical and diagnostic skills to identify and resolve technical issues effectively
- Understanding of IT support frameworks such as ITIL, Agile, or COBIT (preferred)
- Basic knowledge of data formats like JSON and XML (plus)
- Strong organizational skills and attention to detail
- Ability to work flexible schedules and adapt to fast-changing priorities
- Reliable home office setup
Responsibilities
- Handle a high volume of incoming support tickets, ensuring timely response and resolution
- Provide accurate assistance for product-related and technical inquiries across multiple channels
- Triage and escalate complex issues to Level 2 or specialized engineering teams when needed
- Follow established communication procedures, policies, and support workflows
- Deliver clear, accurate, and complete information using appropriate tools and knowledge bases
- Maintain detailed records of customer interactions and support activities in ticketing systems
- Build trust with customers through professional, transparent, and solution-oriented communication
- Troubleshoot basic technical issues and guide users toward effective solutions within defined SLAs
- Ensure follow-up and closure of customer issues, confirming resolution and satisfaction
- Perform additional support-related tasks as assigned by team leadership
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