Customer Support Analyst L2 (BR 41)

OKTO; Teletrabalho; BRL 20.000 - 80.000; Tempo integral

Resumo da oferta

A prominent support service company is seeking a Customer Support Level 2 professional to serve as the main point of contact between the company and its B2B partners. This fully remote position requires managing support requests and collaborating with various internal teams to ensure high customer satisfaction. Candidates must possess fluent English, strong communication skills, and a focus on customer satisfaction. This role offers a competitive compensation package, health benefits, and a meal allowance.

Serviços

Competitive compensation

Meal allowance

Health and dental plan

Gym access through TotalPass

Qualificações

• Fluency in English, excellent verbal and written communication skills.
• Strong customer orientation with a professional and empathetic approach.
• Interest in learning about systems and tools related to the role.
• Organized, detail-oriented, and committed to accurate documentation.
• Ability to analyze scenarios, learn quickly, and propose solutions.

Responsabilidades

• Manage and resolve Level 2 support requests, ensuring effective service.
• Prioritize and manage support tickets, escalating complex issues as needed.
• Monitor system performance, identifying potential failures early.
• Work closely with internal teams to resolve complex issues.
• Gather insights from customer interactions for continuous improvement.

Conhecimentos

Effective Communication

Customer-Focused Mindset

Technical Aptitude

Attention to Detail

Independent Problem Solving

Formação académica

Degree in Information Technology or related fields

Descrição da oferta de emprego

Position Summary

We are looking for a Customer Support Level 2 professional to act as the main point of contact between the company and our B2B partners. This role is essential to ensure that requests are handled efficiently, promptly, and with a high standard of professionalism, directly contributing to customer satisfaction and retention.

Key Responsibilities

• Customer Support: Manage and resolve Level 2 support requests, ensuring fast, clear, and effective service so that customers feel heard and well supported.
• Incident Management: Prioritize and manage support tickets, escalating more complex issues to higher-level technical teams when necessary, ensuring quick and efficient resolutions.
• System Performance Monitoring: Monitor system performance, proactively identifying potential failures or impacts before they affect users.
• Cross-Functional Collaboration: Work closely with Technology, FinOps, Product, and other internal teams to resolve complex issues, fostering collaboration and operational efficiency.
• Feedback Collection and Sharing: Gather insights from customer interactions and share relevant feedback with management, contributing to continuous improvement of products, processes, and services.

Desired Profile

• Effective Communication: Fluency in English, with excellent verbal and written communication skills, capable of clearly conveying technical concepts to diverse and international audiences.
• Customer-Focused Mindset: Strong customer orientation, with a professional and empathetic approach focused on ensuring the satisfaction of Premium clients.
• Technical Aptitude: Interest and willingness to learn about systems and tools used in the role, with a practical approach to troubleshooting.
• Attention to Detail: An organized and detail-oriented profile, committed to accurate documentation of incidents and support activities.
• Independent Problem Solving: Ability to analyze scenarios, learn quickly, and proactively propose effective solutions.
• Shift Availability: Availability to work rotating shifts (6 hours per day, 6 days per week), including weekends and holidays.

Requirements

• Education: A degree in Information Technology, Computer Science, or related fields is considered a plus.
• Experience: Previous experience in technical support, fintech, IT helpdesk, i-gaming, or similar roles is highly valued.

Language

• Fluent English (mandatory)

Important Information

• Hiring under Brazilian Labor Law (CLT)
• Candidates must be based in Brazil and have a valid CPF
• 100% remote position
• Work schedule under a 6x1 model, with possible monthly shift changes and occasional Sunday work.
• Competitive compensation– aligned with your experience and the market.
• Meal allowance– provided through a prepaid card, with the flexibility to use part of the balance beyond food expenses.
• Health and dental plan– no monthly cost for you with comprehensive coverage to take care of your health and well-being.
• TotalPass– access to gyms and partner studios, encouraging a healthy and balanced lifestyle.