Customer Support Engineer

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Acquire an in-depth knowledge of Qventus Solutions and Products to pinpoint high-impact opportunities.

• Work closely with our Client Success, Engineering, Product, and Analytics teams.

• Interact with customers and stakeholders to validate ideas and collect feedback.

• Ensure a smooth user experience that strikes a balance between simplicity, thoroughness, and enjoyment.

• Articulate and convey a unified product vision that aligns with the company's objectives.

• Diagnose software issues, provide technical assistance, and escalate complex matters to senior engineers when necessary.

• Deliver exceptional customer service by promptly addressing inquiries and resolving Zendesk tickets.

• Oversee ticket queues to reduce response times and enhance first-contact resolution rates.

• Cultivate a thorough understanding of technical issues and offer expert-level support to clients.

• Keep current with product knowledge to consistently enhance support quality.

⛳️ Requirements

• A minimum of 2 years of experience in customer support.

• Excellent communication skills with the ability to influence and collaborate at all levels.

• Familiarity with customer relationship management principles.

• Basic knowledge of SQL fundamentals, including writing queries, joins, filtering, and performing basic data analysis.

• Demonstrated ability to manage a high volume of tickets effectively.

• Skilled in software troubleshooting and debugging.

• Practical experience with tools such as Zendesk and JIRA.

• Experience with issue escalation and collaboration with Engineering teams.

• A systems thinker who can integrate a broad vision with meticulous attention to detail.

• A strong passion for creating real-world impact and addressing significant challenges.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Flexible working hours and remote work options.

• Opportunities for professional development and career advancement.

• A dynamic and inclusive workplace culture.