Support Specialist

Accountabilities:

• • Respond to customer inquiries and provide timely, professional, and helpful support to platform users.
  • Create, manage, monitor, and follow up on support tickets to ensure issues progress toward timely resolution.
  • Troubleshoot platform-related problems, investigate potential causes, and provide appropriate solutions or workarounds.
  • Escalate complex or technical cases to the appropriate internal teams while maintaining ownership of the customer experience.
  • Keep customers informed throughout the support process, clearly communicating progress, next steps, and expected resolutions.
  • Maintain accurate and detailed documentation of customer issues, resolutions, and recurring problems.
  • Contribute to internal knowledge bases and support resources to make future issue resolution faster and more consistent.
  • Collaborate with cross-functional teams to investigate issues and deliver effective solutions.
  • Identify recurring challenges and recommend improvements to support workflows, processes, and customer experience.
  • Prioritize multiple customer requests effectively while maintaining a high standard of service and attention to detail.

  Requirements:

  • Currently based in Brazil.
  • Previous experience in customer support, technical support, help desk, or a similar customer-facing role.
  • Strong written and verbal communication skills in English.
  • Excellent problem-solving and troubleshooting abilities.
  • Strong attention to detail and commitment to providing accurate information.
  • Ability to prioritize and manage multiple customer requests in a fast-paced environment.
  • Proactive, customer-focused mindset with a genuine interest in helping users resolve problems.
  • Ability to communicate technical or platform-related information clearly and professionally.
  • Strong organizational skills and reliable follow-through on customer issues.
  • Ability to work independently and effectively in a fully remote environment.
  • Experience supporting SaaS products or technology platforms is a plus.
  • Familiarity with ticketing systems, customer support platforms, or other support tools is advantageous.

  Benefits:

  • Fully remote work model.
  • Opportunity to collaborate with a global team.
  • Challenging and engaging work within a technology-focused environment.
  • Opportunities for professional growth and career development.
  • Access to internal learning and development resources.
  • Necessary equipment provided for the role.
  • Opportunity to contribute to support process improvements and customer experience initiatives.
  • Exposure to SaaS and technology platforms serving users across international markets.