Product Support Analyst II

CSG; São Paulo; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading technology services company is looking for a full-time customer service representative in Brazil. This role involves attending trainings, handling customer inquiries, and providing tech support. Ideal candidates are skilled in communication, problem-solving, and have a commitment to customer satisfaction. Flexible remote work options are available.

Serviços

Sulamerica Health

Sulamerica Dental

Food / Meal Voucher

Child Care Assistance

Birthday day off

Gympass

Language assistance

Digital course platform

Qualificações

• Ability to handle financial queries and customer inquiries.
• Mid-level understanding of products and services within 6–12 months.
• Meet quality and performance expectations in first 90 days.

Responsabilidades

• Attend customer service trainings.
• Process account/service requests and handle customer inquiries.
• Provide basic Level 1 tech support and troubleshoot software issues.

Conhecimentos

Customer service skills

Technical troubleshooting

Strong communication

Problem-solving

Descrição da oferta de emprego

Job Overview

Hi I'm Arison Ferreira, your recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.

Notwithstanding the requirements below, if you are driven by challenges and eager to work at the forefront of innovation within a supportive team environment we encourage you to apply!

Responsibilities

• Attend customer service trainings on the products and services Forte provides.
• Study and understand the products and services Forte provides.
• Complete side‑by‑side training with other agents on incoming calls from customers.
• Gain a mid‑level understanding of Forte’s products, processes, and procedures within the first 6–12 months of employment.
• Meet minimum performance expectations provided by Supervisor and / or Director within the first 90 days.
• Meet minimum expectations for quality standards within the first 90 days.
• Consistently use soft skills on calls to ensure customer satisfaction.
• Consistently show positive progress in quality scores and performance audits.
• Accept incoming phone calls from external customers such as merchants, resellers and ISOs (Independent Sales Organizations).
• Handle transaction and financial queries: transaction research; funding inquiries; processing questions; billing inquiries; ACH inquiries related to fees charged on bank statements.
• Process account/service requests: limit increases; IP address changes; check‑verify assistance; transaction research requests; payment processing requests.
• Provide guidance to merchants to assist with PCI compliance; assist with client customer inquiries (Tier 3 support).
• Handle email communications: approval letters; other email‑related requests not listed.
• Provide basic Level 1 tech support: troubleshoot software; reset passwords; browser compatibility issues; re‑pop settlement.
• Coordinate internally: distribute department‑specific requests to the applicable departments; act as a liaison between the customer and various internal operations departments.
• Research assigned customer issues; follow up with a resolution in a timely manner.
• Create trouble tickets to escalation customer issues and follow‑up as required.
• Other duties as assigned.

Perks & Benefits

• Sulamerica Health
• Sulamerica Dental
• Vidalink
• Food / Meal Voucher
• Child Care AssistanceBirthday day off
• Gympass
• Language assistance
• Digital course platform 2 days a year

Location

Brazil Remote

Accommodation

If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process please call us at 1 or email us at CSG provides accommodations for persons with disabilities in employment including during the hiring process and any interview and / or testing processes.

Our Guiding Principles

Impact: Always help and empower others whether they’re colleagues or customers. When our employees set their minds to something great things happen.

Integrity: Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect; that’s just who we are.

Inspiration: Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.

Our Story

CSG empowers companies to build unforgettable experiences making it easier for people and businesses to connect with use and pay for the services they value most. For over 40 years CSGs technologies and people have helped some of the world’s most recognizable brands solve their toughest business challenges and evolve to meet the demands of today’s digital economy.

By channeling the power of all we make ordinary customer and employee experiences extraordinary. Our people CSGers are fearlessly committed and connected high on integrity and low on ego making us the easiest company to do business with and the best place to work. We power a culture of integrity innovation and impact across our locations representing the most authentic version of ourselves to build a better future together. That’s just who we are. Learn more about CSG Inclusion & Impact here.

Employment Details

• Employment Type: Full‑Time
• Experience: Years
• Vacancy: 1