Technical Support Agent
New
C
CanalsWholesale distribution software
Brazil, Porto Alegre, Sao Paulo, Rio De Janeiro, Curitiba, Joinville, 9 - 6pm BRTFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 1–3 years
- Required Skills
- SQLRESTful APIsCustomer SuccessZendeskPostman
Requirements
- 1–3 years of experience in technical support for a SaaS product.
- Excellent written and verbal communication skills.
- Ability to translate complex topics for non-technical users.
- Highly organized, proactive, and comfortable in a fast-moving startup environment.
- A genuine sense of urgency regarding speed and quality.
- Experience using tools like Postman, Zendesk, or FullStory is a plus.
- Experience in a startup or early-stage environment is a plus.
- Experience supporting non-technical customers in industrial, logistics, or distribution contexts is a plus.
- Experience building or refining internal support workflows, macros, or dashboards is a plus.
Responsibilities
- Respond to customer inquiries via live chat and email, maintaining our 1-minute average first response time.
- Troubleshoot product and integration issues, escalating when needed to Support Engineers or Product.
- Use Postman to test API endpoints and SQL to run basic queries for debugging or validation.
- Investigate customer behavior and issues using FullStory session data.
- Collaborate closely with CSMs and the Solutions team to ensure smooth onboarding and post-launch support.
- Document resolutions and update internal Zendesk macros and knowledge base articles.
- Identify recurring issues and propose process or product improvements.
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