Customer Support Tier 1

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

📋 Description

• Take ownership of the Customer Experience: Act as the primary contact (L1) for users of our business and communication applications, providing prompt and professional assistance.

• Investigate and Resolve: Effectively troubleshoot, replicate, and document customer issues from start to finish within our ticketing system.

• Drive Process Improvement: Identify and report recurring technical challenges, offering insights to minimize future issues and enhance product reliability.

• Build Knowledge: Maintain and enhance our internal Knowledge Base, and refine IT process templates to boost team efficiency.

• Communicate Clearly: Convert complex technical problems into clear, actionable updates for clients, ensuring quick incident resolution.

⛳️ Requirements

• Experience: Minimum of 1 year in a specialized Technical Support, Helpdesk, or IT position.

• Technical Acumen: Demonstrated ability to troubleshoot application workflows, comprehend business logic, and use tools like Google Chrome Developer Tools.

• Communication: Outstanding customer communication abilities (both written and verbal).

• Language: Professional working proficiency in English (B2/Upper-Intermediate or above).

• Mindset: Highly dependable, organized, and detail-oriented, with the adaptability to cover shifts necessary to support our LATAM clientele.

• Great to Have (Bonus Skills): Familiarity with monitoring and logging tools such as Prometheus, Grafana, Kibana, or the ELK stack.

• Basic understanding of Jira, SQL, HTTP/API fundamentals, or VoIP systems.

• Experience with Kubernetes or general containerized environments.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career advancement.

• Flexible work hours and remote work options.

• Supportive team environment and company culture.