Customer Support Consultant, SaaS
New
S
SupportYourAppSaaS Support
BrazilContractMiddle
Salary not disclosed
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Job Details
- Languages
- English (C1)
- Experience
- At least 6 months
- Required Skills
- CybersecuritySaaSZendeskTroubleshootingTechnical supportCRM
Requirements
- Excellent English skills (C1 for both spoken and written).
- At least 6 months of experience in a customer support role.
- Previous experience in a customer support for a SaaS or cybersecurity company.
- Computer science knowledge.
- Experience performing effectively in a fast-paced, high-volume environment.
- Strong troubleshooting and problem-solving skills.
- A sense of urgency and the ability to manage tasks through to completion.
- The ability to communicate clearly, professionally and empathetically with customers.
- Strong stakeholder management skills.
- Basic computer skills and ability to work with CRM systems and support tools.
- Personal laptop or computer (at least 8Gb of RAM) and a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload).
Responsibilities
- Deliver outstanding customer support via emails and calls.
- Assisting customers with product-related questions, technical troubleshooting, and solution-oriented support.
- Responding to customer email inquiries in accordance with established service level agreements.
- Manage open support cases, ensuring unresolved issues are actively tracked and updated.
- Escalate complex or high-priority issues to the appropriate team when needed.
- Proactively communicate status updates to customers and internal stakeholders, ensuring transparency and timely follow-through.
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