Support Specialist
J
JobgetherTechnology/SaaS
BrazilFull-Time
Salary not disclosed
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Job Details
- Languages
- English
- Required Skills
- SaaSTroubleshootingTechnical supportCustomer support
Requirements
- Currently based in Brazil.
- Previous experience in customer support, technical support, help desk, or a similar customer-facing role.
- Strong written and verbal communication skills in English.
- Excellent problem-solving and troubleshooting abilities.
- Strong attention to detail and commitment to providing accurate information.
- Ability to prioritize and manage multiple customer requests in a fast-paced environment.
- Proactive, customer-focused mindset with a genuine interest in helping users resolve problems.
- Ability to communicate technical or platform-related information clearly and professionally.
- Strong organizational skills and reliable follow-through on customer issues.
- Ability to work independently and effectively in a fully remote environment.
- Experience supporting SaaS products or technology platforms is a plus.
- Familiarity with ticketing systems, customer support platforms, or other support tools is advantageous.
Responsibilities
- Respond to customer inquiries and provide timely, professional, and helpful support to platform users.
- Create, manage, monitor, and follow up on support tickets to ensure issues progress toward timely resolution.
- Troubleshoot platform-related problems, investigate potential causes, and provide appropriate solutions or workarounds.
- Escalate complex or technical cases to the appropriate internal teams while maintaining ownership of the customer experience.
- Keep customers informed throughout the support process, clearly communicating progress, next steps, and expected resolutions.
- Maintain accurate and detailed documentation of customer issues, resolutions, and recurring problems.
- Contribute to internal knowledge bases and support resources to make future issue resolution faster and more consistent.
- Collaborate with cross-functional teams to investigate issues and deliver effective solutions.
- Identify recurring challenges and recommend improvements to support workflows, processes, and customer experience.
- Prioritize multiple customer requests effectively while maintaining a high standard of service and attention to detail.
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