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

• Address customer inquiries through phone, email, and chat channels.

• Diagnose software and technical issues while delivering effective solutions.

• Explore problems, determine their root causes, and apply fixes or workarounds.

• Keep precise records of customer interactions and resolutions within the support ticketing system.

• Develop and revise knowledge base articles, FAQs, and internal documentation.

• Refer complex issues to engineering or product teams when necessary.

• Follow up with customers to ensure complete resolution of their issues.

• Work closely with product, engineering, and sales teams to relay customer feedback and opportunities for product enhancement.

• Achieve response and resolution service-level targets while delivering high-quality support.

• Stay updated on product enhancements, features, and industry best practices.

• Handle support requests across various communication channels.

• Proficient English communication skills, both spoken and written.

• Prior experience in customer support, technical support, help desk, or a comparable role.

• Strong skills in troubleshooting and problem resolution.

• Exceptional organizational abilities and keen attention to detail.

• Capability to convey technical concepts clearly to non-technical users.

• Comfortable with learning new software applications and technical systems.

• Reliable internet connection and a conducive remote work setting.

• Experience in supporting SaaS or software products.

• Familiarity with ticketing systems and customer support tools.

• Background in creating documentation, FAQs, or knowledge base content.

• Fully remote position.

• Stable company with a long-standing customer base.

• Supportive and experienced team environment.

• Opportunities to learn, grow, and enhance your technical skills.

• Direct impact on customer success and product improvement.

Technical Customer Support Specialist

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