Technical Customer Support Specialist
BrazilFull-TimeMiddle
Salary1,400 - 1,800 USD per month
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Job Details
- Languages
- English
- Experience
- 2+ years
- Required Skills
- JiraTroubleshootingTechnical supportSaaSZendesk
Requirements
- Minimum 2+ years of experience in technical support, SaaS support, or a similar customer-facing technical role.
- Fluent English communication skills, both written and verbal.
- Experience working with dental practice management software and dental imaging software.
- Familiarity with ticketing systems such as Zendesk, Freshdesk, Intercom, Jira Service Management, or similar tools.
- Experience using workflow or automation tools such as Zapier and project management tools like Trello or equivalents.
- Strong analytical thinking and problem-solving abilities with a structured troubleshooting approach.
- Ability to clearly explain technical concepts to non-technical users in a simple and supportive way.
- Strong organizational skills with attention to detail and the ability to manage multiple tasks simultaneously.
- Comfortable working independently in a remote environment with a reliable internet connection.
Responsibilities
- Provide responsive technical support to customers via phone, email, and chat, ensuring clear and professional communication at all times.
- Diagnose, troubleshoot, and resolve software and technical issues, identifying root causes and implementing effective solutions or workarounds.
- Accurately document all customer interactions, troubleshooting steps, and resolutions within the ticketing system.
- Create, update, and maintain internal knowledge base articles, FAQs, and support documentation.
- Escalate complex technical issues to engineering or product teams when necessary and ensure proper follow-up.
- Monitor and meet service-level targets while maintaining high-quality customer support standards.
- Collaborate with cross-functional teams to share customer feedback and contribute to product and process improvements.
- Stay up to date with product updates, system changes, and relevant technical best practices.
- Manage and prioritize support requests across multiple communication channels in an organized and efficient manner.
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