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 by addressing inquiries related to our products.

• Accept and manage technical requests effectively.

• Distribute tickets to relevant teams as necessary.

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

• Deliver accurate, valid, and comprehensive information using appropriate methods and tools.

• Cultivate sustainable relationships and trust with customers through transparent communication.

• Address customer complaints by offering suitable solutions and alternatives within specified timeframes; follow up to ensure issues are resolved.

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

• Go the extra mile to engage customers effectively.

• Execute additional specific tasks or assignments as directed by the Team Manager.

• Provide front-line support for JoVE products to both external customers and internal staff in a 24/7 support environment.

⛳️ Requirements

• A completed Bachelor’s degree.

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

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

• Advanced/Professional proficiency in English.

• Exceptional communication and interpersonal skills, both verbal and written, are essential for effective communication in English.

• Ability to interact with both technical and non-technical personnel clearly and understandably.

• Basic understanding of Key Performance Indicators (KPIs) and metrics.

• Attention to detail is crucial for this position.

• Must be adaptable to flexible work schedules based on business requirements.

• Possess technical/diagnostic skills along with analytical abilities to troubleshoot problems beyond basic issues, as well as basic mechanical skills.

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

🏝️ Benefits

• A competitive compensation package.

• Opportunity to make a direct impact in advancing scientific research and education.

• Chance to collaborate with global teams in an environment that fosters innovation and teamwork.

• Our robust culture of promoting from within provides a clear path for career advancement.