Technical Support Consultant, Fluent English

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

📋 Description

• Provide exceptional technical support through emails and chat platforms.

• Take responsibility for technical concerns raised by customers and categorize them as necessary.

• Engage in weekly or bi-weekly engineering planning meetings to relay customer feedback.

• Conduct regular support retrospectives to identify recurring themes and guide engineering priorities.

• Assess and enhance AI chatbot responses by fine-tuning rules and behaviors.

• Update and refine knowledge base content.

• Enhance support tools and workflows within Zendesk and Linear.

⛳️ Requirements

• Outstanding English communication skills (C1 level for both spoken and written).

• Minimum of 1 year of demonstrated experience in a Technical Support role.

• Strong capability to bridge the gap between technical engineering terminology and non-technical customer interactions.

• Tech-savvy with practical experience in triaging issues, crafting well-organized tickets, and monitoring trends in support inquiries.

• Practical experience with Zendesk or comparable customer support platforms.

• Familiarity with AI and a proactive approach to utilizing AI tools for enhancing support efficiency and automating repetitive tasks.

• Strong troubleshooting and problem-solving skills.

• Customer-focused mindset with a responsible attitude.

• Excellent interpersonal communication skills.

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

🏝️ Benefits

• Fixed Schedule: Mon–Fri: 8 AM - 4 PM (MDT time zone).

• Opportunity to work fully remotely.

• Inclusive international work environment.

• Compensation in USD.

• Rewards for referring friends.

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

• Responsive leadership invested in your growth and long-term collaboration.

• Supportive conditions for personal development.

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