Customer Support Representative

This is a fully remote position, open to applicants in Brazil, +5 more countries.

📋 Description

• Oversee a high volume of incoming support tickets.

• Assist customers with inquiries regarding our products.

• Accept and manage technical requests efficiently.

• Distribute tickets to the appropriate teams.

• Adhere to established communication procedures, guidelines, and policies.

• Deliver precise, valid, and comprehensive information using the appropriate methods/tools.

• Establish and maintain sustainable relationships and trust with customers through transparent communication.

• Address customer complaints by providing suitable solutions and alternatives within specified time limits; follow up to ensure resolution.

• Maintain records of customer interactions, manage customer accounts, and organize documents.

• Go the extra mile to engage with customers.

• Carry out additional specific duties or assignments as directed by the Team Manager.

⛳️ Requirements

• A Bachelor’s degree.

• A minimum of 2 years of proven experience in customer support roles, preferably assisting users of a digital platform.

• Proficient in using ticketing tools such as Zendesk, Jira, and Salesforce.

• Exceptional verbal and written communication skills in English are necessary for effective and accurate communication.

• Capable of communicating clearly and easily with both technical and non-technical personnel.

• Basic understanding of KPIs and Metrics.

• Attention to detail is crucial for this role.

• Must be flexible with work schedules based on business requirements.

• Possess technical/diagnostic skills along with analytical abilities to identify problems beyond basic troubleshooting, as well as foundational mechanical skills.

• Willingness to work in a 24/7 operational environment, five days a week, with the flexibility to include weekends in the regular schedule.

🏝️ Benefits

• A competitive compensation package.

• You will have a direct impact on advancing scientific research and education.

• Opportunity to collaborate with global teams in an innovative and cooperative environment.

• Our strong culture of internal promotions offers a clear pathway for career advancement within the organization.