Associate Specialist, Integrations

Remote Jobs; Brasil; Teletrabalho; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading SaaS organization is seeking a Tier 3 Technical Support Specialist to assist and support lower-tier agents. This role offers professional growth opportunities, flexible work hours, and comprehensive health benefits. Ideal candidates will possess a Bachelor's degree and 2-3 years of experience in customer service or technical support. Strong communication and troubleshooting skills are essential for success in this position.

Serviços

Career advancement opportunities

Comprehensive health benefits

Flexible time off

Qualificações

• 2-3 years of customer service or technical support experience required.
• Ability to work in a high-paced, customer-facing environment.
• Strong troubleshooting skills crucial.

Responsabilidades

• Act as a tier 3 specialist supporting lower-tier agents.
• Deescalate customer issues with expert product knowledge.
• Provide advanced troubleshooting solutions.

Conhecimentos

Customer service experience

Technical support expertise

Strong communication skills

Proficiency in Excel

Formação académica

Bachelor's degree

Ferramentas

Jira

SQL

Kibana

Postman

Descrição da oferta de emprego

Overview

Employer Industry: Software as a Service (SaaS)

Why consider this job opportunity

• Salary up to $34.33 per hour
• Opportunity for career advancement and growth within the organization
• Flexible time off with ample learning and development opportunities
• Comprehensive health and wellness benefits, including 100% employer-paid medical options
• Support for various life stages, including parental leave and fertility services
• Recognition programs for great work through Bonusly and peer-nominated awards

What to Expect (Job Responsibilities)

• Act as a tier 3 specialist supporting tier 1 and tier 2 support agents, project managers, and customer success managers
• Deescalate customers through expert product knowledge and strong call handling skills
• Provide advanced troubleshooting and workflow solutions to resolve technical issues quickly for customers and internal employees
• Function as a subject matter expert on all products/services while maintaining up-to-date knowledge
• Assist in managing emergency protocol and incidents impacting the user experience

What is Required (Qualifications)

• Bachelor's degree; 2-3 years of customer service or technical support experience
• Demonstrated proficiency in Excel
• Ability to work in a high-paced, customer-facing environment with varied hours, including weekends and holidays
• Strong communicator in both written and verbal form
• Demonstrated expertise in troubleshooting and solutioning

How to Stand Out (Preferred Qualifications)

• Computer Science background preferred
• Basic knowledge of SQL preferred
• Familiarity with Atlassian products (Jira) and knowledge of Kibana and Postman preferred
• Telecom knowledge preferred
• Creative, out-of-the-box solutioning skills

#SaaS #TechnicalSupport #CareerOpportunity #FlexibleWork #HealthBenefits #CustomerService

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