Customer Engineering Associate

Belvo Tecnologias LTDA.; São Paulo; Teletrabalho; BRL 30.000 - 60.000; Tempo integral

Resumo da oferta

Uma empresa inovadora está em busca de um profissional de suporte técnico ao cliente que seja organizado, empático e adaptável. Você será responsável por gerenciar as dúvidas dos clientes sobre os produtos da empresa, melhorando continuamente a experiência do cliente. Se você tem experiência em suporte técnico e um conhecimento básico de programação, essa é a oportunidade perfeita para você se juntar a uma equipe apaixonada e técnica em um ambiente que valoriza a comunicação e a colaboração. Venha fazer parte de uma empresa que está transformando o acesso a serviços financeiros na América Latina.

Serviços

Opções de ações

Bônus anual

Horários de trabalho flexíveis

Amigável para pets

Acesso a serviços de saúde mental

Seguro de saúde

Dia de folga no seu aniversário

Treinamento orçamentário

Eventos de construção de equipe

Frutas frescas toda semana

Qualificações

• 1-2 anos de experiência em suporte ao cliente técnico.
• Habilidade em comunicação em português e inglês.

Responsabilidades

• Gerenciar perguntas de clientes sobre implementação e uso dos produtos.
• Colaborar com equipes internas para resolver problemas.

Conhecimentos

Suporte técnico ao cliente

Comunicação

Organização

Empatia

Capacidade de adaptação

Conhecimento básico de programação

Formação académica

Experiência em suporte ao cliente técnico

Ferramentas

Zendesk

Descrição da oferta de emprego

A little bit about us:

We are Belvo, an open finance API platform with the bold vision of democratizing access to financial services in Latin America. We enable any financial innovator to access and interpret financial data, as well as initiate payments from their end-users accounts. We’re turning the messy complexities of the Latin American financial ecosystem into a modern set of tools to access and interpret data and move money in a seamless and secure way.

We’re a highly-technical, passionate, and driven team. We are more than 90 people and our team currently represents 20 nationalities. We have offices in São Paulo and Mexico City – while a large portion of us work remotely.

We are tackling a very stimulating problem: connecting fintech innovators with legacy financial infrastructure. We strive to go beyond the limits of what is possible today and to do so in an elegant and developer-first way.

Since starting our adventure in May 2019, we have raised $56m from the leading VC investors globally.

You can read more about our company here and about our team and culture here. Also, head to our blog for more news about what we’re building and how we work.

About the team:

• We work in cross-functional, autonomous teams. We follow continuous delivery best practices executed on top of a modern technology stack.

• Our products are built for developers, by developers. Technological excellence is at the heart of what we do.

• We are pragmatic and customer-focused. We strive to find the right set of trade-offs in order to validate our hypothesis as early as possible, iterating on our products based on customer feedback.

• We communicate transparently. We do weekly all-hands where we get together to discuss company performance and goals.

• While we are global and remote-friendly, we also operate from our vibrant offices in CDMX and Sao Paulo. To accommodate the various time zones in which we are based, we ensure we’re always synced up between 3 pm and 6 pm, CEST.

• Also, we are backed by some of the leading investors in Silicon Valley and Latin America, including Founders Fund, Kaszek Ventures, and YCombinator.
  

Your opportunity:

• Become an expert on Belvo’s Open Finance solutions portfolio, both from a technical and a product perspective.

• Manage client questions regarding implementation, use of Belvo’s products, billing, etc., while seeking to improve the customer experience.

• Quantify an issue’s scope and severity in order to solve or escalate to the correct internal area.

• Implement changes to reduce ticket volumes and increase scalability and quality of our support.

• Work as part of the Customer Engineering team throughout the client’s lifetime but collaborate closely with the Engineering team in day-to-day.

• Author and maintain customer-facing knowledge base articles to help improve the self-serviceability for our clients.

• Collaborate with technical writers to improve Belvo’s help center, documentation, and tutorials.

• Collaborate with Belvo’s Product team to provide client feedback and assist in roadmap development.

This position may be for you if:

• You have at least 1-2 years of experience in customer support of a technical product.

• You are organized and data-driven because what you can’t measure you cannot improve.

• Empathy is a core value for you. Understanding the what and why behind customer questions is more important than being right. And you know you have to work effectively with both the customer and internal teams to solve problems.

• Client-first attitude. You know customer support is a key function and very important to the success of any business. You don’t see it as an entry-level position and therefore you are committed to working with us in the next 1-2 years.

• You are process-driven. You know critical mission teams obsess over processes and there’s a reason for that: by not wasting time thinking of what to do, we can use our brain power for creative problem-solving.

• You know perfect products would be bug-free and so intuitive that Support teams would not be needed. You also know perfection does not exist, but you are committed to doing your best work to close that gap.

• You are adaptable and enjoy fast-paced environments, thriving when you have to multitask.

• Excellent communication skills, with a native level of Portuguese and a good level of English.

• Basic programming knowledge in any languages such as Python, Javascript, Java, PHP, Ruby, or Go.

• Advanced English (speaking and writing).

Amazing if:

• You have integrated an API.

• Experience with Zendesk Guide and Explore.

• Fintech, developer-first API tools, and SaaS past experience.

• Fluency in Spanish, both written and verbal.

Our process steps:

At Belvo, every hire is so important to us that we share the decision to hire as a team.

• People team chat.

• Take-home challenge.

• Challenge presentation.

• Team fit chat.

• Meet the founders.

Our perks:

• Stock options (we are all owners and this is very important to us).

• Annual company bonus linked to company performance.

• Flexible working hours.

• Remote friendly.

• Pet friendly.

• Access to mental health service.

• Health Insurance.

• Paid time off on your birthday.

• Renew your laptop every 3 years.

• Training Budget.

• Team building events.

• Bank holidays swap inside the same month.

• Fitness/wellness stipends.

• Yearly offsite.

• Fresh fruit every week, all-you-can-drink tea and coffee.

• Extra days off when completing company anniversary.