Support Analyst - Tier I

Docusign; São Paulo; Teletrabalho; BRL 20.000 - 80.000; Tempo integral

Resumo da oferta

Docusign recherche un Analyste Support - Tier I à distance. Ce rôle stratégique implique d’être le premier point de contact pour les clients, offrant un soutien technique pour la plateforme d'eSignature de Docusign. Recherchons des candidats ayant un diplôme en informatique, de bonnes compétences en communication et au moins deux ans d'expérience. Un environnement de travail collaboratif et des opportunités de croissance sont offerts.

Qualificações

• Diplôme en IT exigé.
• 2 ans d'expérience en support technique.
• Bilingue en portugais et anglais.

Responsabilidades

• Fournir un support technique aux clients en résolvant des problèmes d'accès et de flux de documents.
• Collaborer avec l'équipe pour garantir des résultats clients cohérents.
• Répondre à des indicateurs de performance clés.

Conhecimentos

Bonnes compétences en communication

Connaissance approfondie des technologies Internet

Connaissance de Windows et Apple OS

Formação académica

Diplôme en informatique ou domaine connexe

Ferramentas

Salesforce.com

Descrição da oferta de emprego

6 days ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

Company Overview

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

Company Overview

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

What you'll do

The Support Analyst - Tier I is a strategic customer advisor, usually being the first point of contact from the customer with Support, working with resources across Docusign and providing technical support to customers for Docusign eSignature via telephone, email, and Support Portal (in Portuguese), to identify the customer's day-to-day difficulties, performing basic troubleshooting and finding resolutions for issues such as (but not limited to): difficulties when accessing the account, sending documents and/or explaining Admin functionalities; as to directing to the correct channel if needed to achieve the highest value and adoption of our software.

Responsibilities

• Meet or exceed key performance indicators (KPIs) including case resolution, customer satisfaction and response time
• Serve as a first-line technical expert for customers, identifying and resolving issues related to account access, document workflows and platform functionality
• Navigate internal tools and systems to investigate bugs, perform troubleshooting, and escalate issues as needed
• Maintain professionalism and clear communication during high-pressure or complex support interactions
• Collaborate effectively with teammates, cross-functional partners, and global teams to ensure consistent customer outcomes
• Proactively contribute to a positive team environment by sharing knowledge, insights and solutions
  
  

Job Designation

Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

What you bring

Basic

• Bachelor’s Degree in IT-related field
• 2+ years of experience as a support representative in a technology environment
• Good communication skills
• Fluency in Portuguese and English in speaking and writing
• Deep knowledge of Internet technologies
• Good knowledge of Windows and Apple OS operating systems
  
  

Preferred

• Experience resolving technical issues and making recommendations to Customers
• Experience using Salesforce.com and familiarity with Mobile applications
• Basic knowledge of network policies
• Excellent written and verbal communication skills
  
  

Life at Docusign

Working here

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.

Accommodation

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at [e-mail].

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at [e-mail] for assistance.

Applicant and Candidate Privacy Notice

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  Software Development

Referrals increase your chances of interviewing at Docusign by 2x

Advanced Technical Support Engineer - Windows

Technical Support Engineer (Remote, BRA)

Technical Support / Customer Success Engineer (Remote)

Technical Support Engineer II - Microsoft

Application Support Engineer - WHMCS (Brazil Remote)

IT Support Analyst - Remote Work | REF#283387

Commercial Support Analyst - Remote Work | REF#283430

Software Support Engineer with Python - Remote

Healthcare Finance Operations Specialist – Invoicing & Transaction Support

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.