Customer Support Specialist

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

📋 Description

• Conduct comprehensive troubleshooting, which includes database analysis, examining system logs, and debugging product code to resolve intricate support issues escalated from other support tiers.

• Maintain a minimal rate of non-bug escalations directed to the development team.

• Draft technical documentation and troubleshooting guidelines for the entire Support team.

• Manage assigned cases to fulfill service level agreements while consistently updating the business.

• Offer continuous support and collaborate closely with business teams across the organization.

• Work in tandem with the operations team on flagship product maintenance and daily operational tasks.

• Assist the entire Research & Development team.

• Provide ongoing support to global customers and operations while working shifts, including weekends.

⛳️ Requirements

• Minimum of 2 years’ experience in a customer support role within a software or technical company.

• Proficient in SQL.

• Strong English language skills (both written and verbal).

• Innovative troubleshooting skills.

• Capability to grasp processes and deliver inventive technical solutions.

• Ability to adhere to tight deadlines and prioritize tasks independently.

• Proficient in multitasking, self-learning, highly motivated, and a team player.

• Experience in system log analysis (preferred).

• Familiarity with Zendesk (preferred).

• Background in the travel industry (preferred).

• Experience with B2B clients (preferred).

🏝️ Benefits

• Opportunity for remote work.

• Full-time employment status.

• Shift work availability, including weekends.