Customer Support Agent - Flooring

Accountabilities:

• • Provide comprehensive first-level customer support through phone, email, chat, and remote-access tools, ensuring a professional and helpful experience throughout each interaction.
  • Troubleshoot basic technical issues involving hardware, IT systems, servers, networks, and software applications, following established support procedures.
  • Manage assigned support requests through Zendesk, prioritizing tasks appropriately and working toward timely and effective resolutions.
  • Investigate, define, report, and follow up on customer issues while maintaining accurate case histories, statistics, and solution documentation.
  • Escalate complex or unresolved technical issues to the appropriate higher-level support teams with clear and complete information.
  • Document product errors and technical issues in internal systems in English to support investigation, tracking, and product improvement.
  • Communicate relevant customer issues, product updates, and recurring challenges during team meetings and to team leadership.
  • Participate actively in team meetings, knowledge-sharing activities, and collaborative problem-solving initiatives.
  • Maintain a customer-focused approach by listening carefully, explaining technical solutions clearly, and helping customers navigate issues with patience and professionalism.

  Requirements:

  • Ongoing or completed bachelor's degree in IT, Accounting, Mathematics, or a related field is preferred.
  • Previous professional experience in a customer service or customer support role.
  • Knowledge of accounting principles or processes.
  • Experience using remote support tools to diagnose or resolve customer issues.
  • Experience with CRM platforms or ticketing systems; familiarity with Zendesk is an advantage.
  • Fluent English, with strong written and spoken communication skills.
  • Excellent telephone etiquette and the ability to communicate professionally across different customer interactions.
  • Strong listening, interpersonal, and problem-solving abilities, with a patient, resilient, and customer-oriented approach.
  • Friendly and approachable communication style, combined with the ability to handle challenging customer situations professionally.
  • Strong organizational skills and attention to detail when documenting cases and following established procedures.
  • Ability to work independently, prioritize responsibilities, and remain effective in a fast-paced support environment.
  • Strong teamwork skills and a willingness to share knowledge, support colleagues, and contribute positively to team objectives.
  • Willingness to work the specified schedule, including Saturday rotations.

  Benefits:

  • Permanent full-time employment (CLT) with a 42-hour work week.
  • National medical health plan through Unimed.
  • National dental assistance through Unimed.
  • Extended maternity and paternity leave.
  • Life insurance.
  • Meal/restaurant allowance through Alelo Tudo.
  • Home-office allowance, where applicable.
  • Education platforms and training funding to support professional development.
  • Education allowance.
  • Access to Gympass, Zenklub health services, and a pet-care plan.
  • Annual profit-sharing program.
  • Birthday day off as an additional benefit.
  • Discounts and partnerships with pharmacies, restaurants, and theaters.
  • Opportunity to work in a collaborative and inclusive environment with opportunities for learning, autonomy, and career growth.