Support Consultant

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

📋 Description

• Manage and oversee support tickets associated with OSGT Import.

• Comprehend customer requirements and pinpoint the core issue or true goal of each inquiry.

• Solicit and verify the necessary information for thorough investigation.

• Advise users on the correct utilization of the system and import procedures.

• Monitor tickets from initiation to resolution, ensuring customers are kept updated.

• Examine errors, unexpected behaviors, and discrepancies in OSGT.

• Evaluate parameters, configurations, and regulations pertaining to the import process.

• Replicate scenarios in testing environments when needed.

• Collaborate with import processes that OSGT supports.

• Assist customers with inquiries regarding OSGT Import and its procedures.

• Keep track of changes and advancements concerning DUIMP, Portal Único, and import processes.

⛳️ Requirements

• Familiarity with Foreign Trade – Import procedures.

• Experience with ONESOURCE Global Trade (OSGT) – Import.

• Understanding of DUIMP and the Portal Único Siscomex.

• Background in providing system support or customer service.

• Excellent communication skills with customers.

• Methodical approach to documenting and tracking support tickets.

• Knowledge of system integrations (preferred).

• Understanding of databases (preferred).

• Prior experience supporting Foreign Trade systems (preferred).

• Strong analytical skills for issue investigation.

• Clear communication, especially during customer interactions.

• Organized and disciplined in managing support tickets.

• Proactive in seeking solutions and expanding expertise.

• Ability to collaborate within a team and share knowledge.

• Confidence in addressing complex situations and customer concerns.

• Focused on resolution and enhancing the customer experience.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and training.

• Comprehensive health and wellness programs.

• Flexible work arrangements and a supportive work environment.

• Engaging team culture with regular team-building activities.