Customer Support Specialist – SaaS

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

📋 Description

• Deliver prompt and professional responses to customer inquiries through phone, email, chat, and live meetings.

• Identify and resolve technical issues associated with our SaaS products and software.

• Support users in the setup and effective utilization of our applications.

• Record and manage support requests using Salesforce Service Cloud.

• Work alongside product and engineering teams to escalate and resolve intricate issues.

• Collect and communicate customer feedback to guide product improvements.

⛳️ Requirements

• Background in customer support, preferably in a SaaS context.

• Strong problem-solving skills and a sharp attention to detail.

• Knowledge of SaaS products and customer support tools.

• Capability to work independently as well as collaboratively within a team.

• Exceptional organizational skills with the ability to juggle multiple tasks at once.

• Demonstrated empathy and patience when addressing customer issues, particularly in difficult situations.

• Required Technical Experience (Microsoft):

• Microsoft 365 / Office 365 (O365) — troubleshooting user/application issues, understanding tenant-level basics, and admin workflows.

• Exchange Online — knowledge of mailbox, calendar, and contact concepts; policy implications; common permissions and synchronization scenarios.

• Azure AD / Microsoft Entra ID — understanding of identities, groups, roles, basic conditional access, and how directory data appears in downstream applications.

• Nice to Have:

• Experience with PowerShell for diagnostic tasks or light automation.

• Familiarity with mobile platforms (iOS/Android) regarding contact/calendar functionalities.

• Exposure to Google Workspace or other cloud environments.

• Previous experience with multi-system synchronization tools or integrations (e.g., Salesforce, HubSpot).

🏝️ Benefits

• Competitive compensation

• Unlimited PTO

• Remote-first culture

• Collaborate with a global team