Services Consultant II

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

📋 Description

• Deliver customer support, implementation project services, and professional services for mid-sized and large enterprise clients, acting as the bridge between the customer and the company.

• Assist clients with inquiries and resolve issues pertaining to products and services, ensuring high-quality service and customer satisfaction.

• Oversee support and implementation Work Items (WIs), analyzing requests, making modifications and additions, and collecting evidence with analysts.

• Supervise and direct Development requests, ensuring clear specifications and alignment among teams.

• Manage deliverables, track timelines, organize requests, and aid in priority setting.

• Conduct regression and acceptance testing, and validate deliverables before closing requests.

• Train and mentor teams and customers on features, processes, and deliverables.

• Establish environments for new contracts, import data provided by customers, execute testing, and provide initial training.

• Support and fill in for analysts during vacations, overlapping training sessions, or as necessary.

• Provide specialized training for teams and customers.

• Train and offer assistance to the Support team.

• Engage in process improvement, innovation, and development initiatives related to departmental processes, solutions, and practices.

⛳️ Requirements

• Bachelor's degree in Business Administration or a related discipline.

• Significant experience in customer service within technical support.

• Familiarity with supporting users of business systems, preferably ERP systems.

• Exceptional interpersonal abilities.

• Strong verbal and written communication and negotiation skills.

• Attributes such as persistence, resilience, self-directed learning, and empathy.

• Initiative, customer-centric approach, respect for diversity, and a commitment to equality.

• Understanding of business operations (Back Office).

• Willingness to travel and work on-site at customer locations.

• AI courses or certifications are advantageous.

• Ability to comprehend the use of tools and develop AI agents is a plus.

🏝️ Benefits

• SulAmérica Health Insurance with copay.

• Psicologia na Tela psychological support through the SulAmérica network.

• SulAmérica Dental Insurance.

• Pluxee Food Allowance.

• Pluxee Meal Allowance.

• SulAmérica Life Insurance.

• Sesc partnership, including dependents at no additional cost.

• Partnership with Universidade Veiga de Almeida, offering discounts on undergraduate and graduate programs for employees and dependents.

• Wellhub partnership.