Customer Support Representative, Level 1

Jove; Pindamonhangaba; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading video solutions provider is looking for an experienced Customer Support Representative in Pindamonhangaba, Brazil. The successful candidate will manage incoming tickets, assist customers with products, and handle technical issues. The job requires at least 2 years of experience in customer support and a Bachelor's in Computer Science or related field. Applicants must possess excellent communication skills and be able to accommodate flexible work schedules. This role offers a competitive compensation package and an opportunity to impact scientific research positively.

Serviços

Competitive compensation package

Opportunity to work with global teams

Strong promotion-from-within culture

Qualificações

• 2+ years of demonstrable experience in customer support.
• Ability to communicate with both technical and non‑technical personnel clearly.
• Must be able to accommodate flexible work schedules based on business needs.

Responsabilidades

• Manage large amounts of incoming tickets.
• Provide support to answer inquiries on products.
• Triage tickets to the correct L2 teams.
• Handle customer complaints with appropriate solutions.

Conhecimentos

Customer support experience

Excellent communication skills

Technical diagnostic ability

Attention to detail

Formação académica

Bachelor’s in Computer Science or related field

Ferramentas

Web browser console log

Descrição da oferta de emprego

JoVE is the world‑leading producer and provider of video solutions with the mission to improve scientific research and education. Millions of scientists, educators and students use JoVE for their research, teaching and learning. Our institutional clients comprise over 1,000 universities, colleges, and biopharma companies, including such leaders as Harvard, MIT, Yale, and Stanford. As a rapidly growing company, with offices in the USA, UK, Australia, and India servicing clients in over 60 countries, we are seeking talented and ambitious individuals to join our company.

The Role

We are seeking an experienced Customer Support Representative to be on the front lines by answering questions and troubleshooting technical problems. You will assist customers with JoVE’s products and also guide clients through any technical issue they might encounter. If you are an energetic self‑starter problem solver with a basic technical background and excellent communication skills, we want to talk to you. The Support Team here at JoVE is providing support not only to external customers but also to internal JoVE employees on a 24x7 basis.

Responsibilities

• Manage large amounts of incoming tickets.
• Provide support to answer inquiries on products.
• Accept and handle technical requests.
• Triage tickets to the correct L2 teams.
• Follow communication procedures, guidelines and policies.
• Provide accurate, valid and complete information by using the right methods/tools.
• Build sustainable relationships and trust with customers through open communication.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents.
• Take the extra mile to engage customers.
• Performs other specific duties or assignments as directed by Team Manager.

Skills And Qualifications

• A Bachelor’s in Computer Science or related field.
• 2+ years of demonstrable experience in customer support.
• Excellent communication and interpersonal skills, verbal and written, are required to effectively and accurately communicate in English.
• Ability to communicate with both technical and non‑technical personnel in a clear and easy fashion.
• Basic understanding of KPIs and Metrics.
• Attention to detail is key to this position.
• Must be able to accommodate flexible work schedules based on business needs.
• Must have technical/diagnostic ability along with analytical ability to diagnose problems above basics, and basic mechanical skills.
• Understand how to use a web browser console log in the debugging process.
• Understanding of public/private IP addresses and domain names.
• Understanding what a firewall does.
• What does a proxy server do.
• Understanding of the basics of SSO.

Why Join JoVE?

• A competitive compensation package.
• You will make a direct impact in accelerating science research and education.
• Opportunity to work with global teams and in an environment that promotes innovation and collaboration.
• Our strong promotion‑from‑within culture draws a clear path to advance your career with us.