L2 Technical Support Consultant, Native Portuguese and English C1

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

📋 Description

• Provide exceptional technical support through chats, emails, and tickets.

• Oversee troubleshooting processes related to cloud-based and SaaS applications.

• Assess and prioritize support tickets according to severity, impact, and urgency.

• Reproduce incidents in testing or staging environments to determine root causes and facilitate quicker resolutions.

• Collect and document all pertinent information required for investigating and resolving customer issues.

• Escalate unresolved or high-priority incidents to internal teams while ensuring adherence to service level agreements (SLAs).

• Proactively identify, reproduce, and manage incidents in testing or staging environments to enhance resolution speed.

• Contribute to ongoing improvement by documenting solutions, creating knowledge base articles, and analyzing customer feedback and complaints.

• Stay updated with evolving tools and technologies.

• Handle sensitive customer data with utmost care and security.

• Implement the latest customer satisfaction practices.

• Maintain a thorough understanding of client solutions and achieve key performance indicators (KPIs).

• Collaborate with other teams.

⛳️ Requirements

• Excellent written and verbal communication abilities in Native Portuguese and English (minimum C1 for both spoken and written).

• 2 to 3 years of experience in Technical Support.

• Experience in supporting cloud-based platforms or SaaS applications in production settings.

• Strong troubleshooting and analytical capabilities, including the ability to analyze application logs and investigate technical issues.

• Troubleshooting web applications to evaluate requests and errors using tools such as Chrome DevTools.

• Capability to manage high-priority incidents, evaluate severity and impact, and reproduce issues in testing or staging environments.

• Quick to learn the product ecosystem and follow detailed procedures.

• Experience in writing professional, well-structured notes on support cases.

• Positive, proactive, and responsible demeanor.

• Personal computer (at least 8GB of RAM) with a stable internet connection (minimum 50 Mbps download and 40 Mbps upload).

🏝️ Benefits

• Fixed schedule: Monday to Friday, from 16:00 to 00:00 GMT+3 (10:00 to 18:00 Brasília time).

• Opportunity to work completely remotely.

• Inclusive international environment.

• Compensation in USD.

• Rewards for referring friends.

• Balance between project workload and personal time, along with an internal health policy.

• Responsive leadership committed to your development and long-lasting collaboration.

• Conditions conducive to self-development.

• A culture founded on trust, with no requirements for time tracking.