Customer-Focused Technical Expert

Bebeetechnical; Manaus; Presencial; BRL 20.000 - 80.000; Tempo integral

Resumo da oferta

A technology services company in Brazil is seeking an experienced Technical Support Specialist to deliver outstanding customer service and technical support. You will provide solutions to technical issues for clients, focusing on systems such as Office 365 and Salesforce. The ideal candidate must have a minimum of 2 years' experience in a Managed Service Provider environment and be fluent in English and Spanish. This role offers a dynamic work environment with a strong emphasis on client satisfaction.

Qualificações

• 2+ years of experience in a Managed Service Provider (MSP) environment.
• Hands-on experience with Salesforce or similar ticketing platforms.

Responsabilidades

• Offer timely technical assistance for issues via email and remote tools.
• Promote a professional and customer-centric approach in client interactions.
• Adhere to best practices for incident and change management.
• Collaborate with teams to resolve complex technical issues.

Conhecimentos

Fluency in English

Fluency in Spanish

Troubleshooting

Problem-solving

Interpersonal skills

Communication skills

Ferramentas

Salesforce

Descrição da oferta de emprego

About the Position

We are seeking an experienced Technical Support Specialist to deliver exceptional customer service and technical expertise in a dynamic environment. The ideal candidate will provide first- and second-line support via various channels, ensuring seamless operation of IT systems for clients.

Key Responsibilities

• Technical Assistance: Offer timely and effective solutions to technical issues through email and remote tools. Analyze and resolve problems related to Office 365, Salesforce, Slack, and other business applications. Record, track, and manage incidents and service requests across multiple platforms.
• Client Interaction: Promote a professional and customer-centric approach in all interactions. Translate complex technical issues into clear, user-friendly language. Evaluate unresolved issues and ensure timely follow-up actions.
• Service Delivery: Adhere to best practices for incident, problem, and change management. Monitor and meet Service Level Agreement (SLA) requirements for client requests.
• Collaboration & Documentation: Work collaboratively with internal teams and vendors to resolve complex technical issues. Maintain accurate documentation of incidents, changes, and resolutions. Create and update knowledge base articles for recurring issues.

Qualifications & Skills

• Fluency in English and Spanish (written and verbal).
• At least 2 years of experience in a Managed Service Provider (MSP) environment.
• Hands‑on experience with Salesforce or similar ticketing platforms.
• Excellent troubleshooting and problem‑solving abilities.
• Superior interpersonal and communication skills.