Customer Support Specialist - LATAM

Mize; Brasil; Presencial; BRL 33 000 - 67 000; Tempo integral

Resumo da oferta

Mize is seeking a Customer Support Specialist for LATAM. You will join the global tech-support team, troubleshoot advanced issues, and collaborate with operations, product, and R&D. This role requires shift work, including weekends, to ensure seamless support for our worldwide customers.

Key duties include resolving complex cases, documenting procedures, and maintaining timely updates to stakeholders while ensuring service level agreements are met.

Qualificações

• 2+ years in a software/technical customer support role.
• Experience with SQL and English proficiency.
• Creative troubleshooting and flow understanding.
• Ability to meet tight deadlines and self-prioritize.
• Willingness to work in shifts, including weekends.

Responsabilidades

• Perform in-depth troubleshooting with DB analysis and logs.
• Maintain low non-bug escalations to development.
• Create technical notes and procedures for support.
• Manage cases to meet SLAs with regular updates.
• Collaborate with operations, product, and R&D teams.

Conhecimentos

SQL

English

Troubleshooting

Process flows

Multitasking

Self-learning

Team player

Ferramentas

Zendesk

System logs

Descrição da oferta de emprego

Customer Support Specialist - LATAM

• Support
• Brazil
• Full-time

Description

Mize is a Fintech-travel start-up that uses high-end technology to solve some of the huge challenges of the evolving travel industry and provide real financial value to our network of clients, including more than 200 international clients generating $16 Billion in sales annually. Our headquarters are in Tel Aviv, and we have offices in Argentina, Spain, UK, US, and India. Each member of our team is an all-around player that influences the product from overall experience to development, and you'll be no different.

We are looking for a Customer Support Specialist that will be part of our global tech-support team, will work closely with our operations team on our flag product maintenance and daily operations while assisting the entire R&D team. Each member of our team is an all-around-player that influences the product from the overall experience to the development, and you'll be no different. You should be passionate about building a product end-to-end, through the UX, design, coding, testing, and deployment phases. This role involves working in shifts, including weekends, to provide continuous support to our global customers and operations.

Responsibilities:

• Perform in-depth troubleshooting, including DB analysis, reading system logs, and debugging product code to identify and solve complex support issues that were escalated by other support levels.
• Maintain a low rate of non-bug escalations to the development team.
• Write technical notes and troubleshooting procedures to be used by the entire Support.
• Manage assigned cases to meet service level agreements, while continuously providing updates to the business.
• Ongoing support and working closely with the business teams throughout the company.

Requirements

• 2+ years’ experience in customer support role in a software/technical company
• Experience with SQL
• Proficiency in English (written and verbal)
• Creative troubleshooting abilities
• Ability to understand flows and provide creative technical solutions
• Ability to comply with tight deadlines and self-prioritize
• Multi-tasking, self-learning, highly motivated and a team player

Advantage:

• Experience with System log analysis
• Experience with Zendesk
• Experience working in the Travel Industry
• Working with B2B Clients