Technical Customer Support

Jobtailor; São Paulo; Presencial; BRL 32 000 - 52 000; Tempo integral

Resumo da oferta

Jobtailor in São Paulo, Brazil seeks a customer support specialist to be the first line of contact for customers and internal users. You will diagnose issues, document details, and manage tickets across support portals, chat, phone, and email.

The role emphasizes customer-first communication and efficient problem solving in a SaaS environment. Requirements include 0–2 years in customer support, strong written and verbal skills, and experience with ticketing systems such as ServiceNow, Zendesk,

Qualificações

• Experience in customer support, service desk, or product support.
• Strong written and verbal communication with a customer-first mindset.
• Ability to troubleshoot basic technical issues in web apps and client software.
• Familiarity with ticketing or helpdesk tools.
• Attention to detail and ability to document information clearly.

Responsabilidades

• Act as the first point of contact for customers and internal users via phone, chat, email, and support portal.
• Diagnose and resolve common product issues using knowledge base articles and standard procedures.
• Collect and document key information to ensure accurate case management.
• Log, categorize, prioritize, and manage tickets in ITSM/CRM systems.
• Meet SLAs for response and resolution on low- to medium-complexity cases.
• Escalate complex or high-priority issues following defined processes.
• Guide customers through workarounds, product features, and self-service resources.
• Contribute to improving internal knowledge bases by updating articles.
• Monitor ticket queues and ensure timely follow-up through to resolution.
• Support customer satisfaction efforts by ensuring surveys are completed and feedback captured.

Conhecimentos

Customer support

Communication skills

Troubleshooting

Ticketing systems

Multi-tasking

Documentation

Remote support

Ferramentas

ServiceNow

Zendesk

Jira Service Management

Descrição da oferta de emprego

Responsibilities

• Act as the first point of contact for customers and internal users via phone, chat, email, and support portal
• Diagnose and resolve common product issues using knowledge base articles, runbooks, and standard procedures
• Collect and document key information (e.g., issue details, environment, impact, steps to reproduce) to ensure accurate case management
• Log, categorize, prioritize, and manage tickets in ITSM/CRM systems (e.g., ServiceNow, Zendesk, Jira Service Management)
• Meet established service level agreements (SLAs) for response and resolution on low- to medium-complexity cases
• Escalate more complex or high-priority issues (P1/P2) following defined processes
• Guide customers through workarounds, product features, and self-service resources
• Contribute to improving internal knowledge bases by creating and updating articles
• Monitor ticket queues and ensure timely follow-up through to resolution
• Support customer satisfaction efforts by ensuring surveys are completed and feedback is captured.

Requirements

• 0–2 years of experience in customer support, service desk, or product support
• Strong communication skills (written and verbal) with a customer-first mindset
• Ability to troubleshoot basic technical issues (e.g., web applications, client software)
• Familiarity with ticketing or helpdesk tools
• Strong attention to detail and ability to document information clearly
• Ability to manage multiple tasks and prioritize effectively
• Nice-to-Have: Experience supporting SaaS or software/hardware products; exposure to tools such as ServiceNow, Zendesk, or Jira Service Management; basic understanding of APIs, logs, or debugging processes; experience working with remote support tools.