Support Assistant

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

📋 Description

• Deliver first-level remote technical assistance to Laudite users, utilizing tools such as AnyDesk.

• Offer support through chat, WhatsApp, and other official communication channels.

• Identify, diagnose, and resolve technical issues associated with Laudite.

• Guide users on effectively utilizing the platform’s features.

• Assist with the installation and configuration of Laudite Desktop software.

• Help with microphone, audio, and various settings in the user’s environment.

• Conduct tests to replicate reported issues.

• Perform initial triage prior to escalating cases to the technical team.

• Document the information necessary for technical investigations.

• Follow up on escalated tickets and keep users updated.

• Communicate solutions and guidance in a clear and objective manner.

• Identify recurring problems and opportunities for platform enhancement.

• Contribute to the ongoing improvement of the user experience.

• Understand users’ concerns, pinpoint the optimal solutions, and present escalated requests in an organized and contextualized fashion.

⛳️ Requirements

• Proficiency in Windows and macOS operating systems.

• Fundamental knowledge of operating system support and configuration.

• Familiarity with remote access tools.

• Understanding of software installation and configuration processes.

• Capability to diagnose technical issues related to computers, audio, microphones, and applications.

• Strong aptitude for learning and comprehending new tools and features.

• Previous experience in technical support or customer service is advantageous.

• Experience in supporting SaaS systems or web platforms is a plus.

• Knowledge of customer support and ticket management systems is a plus.

• Experience with troubleshooting and issue identification is a plus.

• Basic understanding of web browsers, audio settings, and peripherals is a plus.

🏝️ Benefits

• Benefits to be outlined during the interview with the manager.

• 100% remote work opportunity.