Technical Support Agent (Assistant)

Cognizant; São Paulo; Híbrido; BRL 20.000 - 80.000; Tempo integral

Resumo da oferta

A leading tech consulting firm is seeking a Technical Support Agent in São Paulo to provide end-to-end support for clients, particularly regarding Google Ads technical issues. You will be part of the Multi Channel Helpdesk team, ensuring compliance with quality standards and SLAs. Candidates should have experience in customer support, basic to intermediate English, and familiarity with digital marketing concepts. This hybrid role offers flexibility and supports a healthy work-life balance.

Qualificações

• Proven experience in Customer Support or Technical Support, preferably B2B.
• Basic/Intermediate English proficiency is required.
• Practical or theoretical knowledge of Google Ads and Digital Marketing.

Responsabilidades

• Provide end-to-end support for customers and partners.
• Diagnose and resolve technical issues related to Google Ads.
• Ensure compliance with SLAs and documentation of cases.

Conhecimentos

Customer Support experience

Technical Support experience

Multitasking ability

Basic/Intermediate English

Knowledge of Google Ads

Familiarity with Digital Marketing concepts

Descrição da oferta de emprego

As a Technical Support Agent (Assistant) you will make an impact by Provide end-to-end (complete) support to clients, diagnosing and resolving technical problems and escalating complex cases to higher levels. You will be a valued member of the Multi Channel Helpdesk team and work collaboratively with manager.

In this role, you will:

• Provide end-to-end support for customers and partners, adhering to global processes and guidelines;
• Diagnose and resolve technical issues related to Google Ads campaigns, billing, and policy compliance;
• Responsible for the accurate opening, documentation, and efficient escalation of complex cases;
• Ensure strict compliance with SLAs (Service Level Agreements) and quality standards;
• Attend and replicate mandatory training sessions.

Work model: Hybrid

We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a hybrid position requiring 2 days a week in a client or Cognizant office in "São Paulo" - SP. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

What you need to have to be considered

• Basic/Intermediate English (Required for internal tools and documentation). Intermediate or advanced English proficiency is a plus.
• Proven experience in Customer Support or Technical Support, preferably B2B;
• Practical or theoretical knowledge of Google Ads (account structure, campaigns, metrics);
• Familiarity with Digital Marketing concepts (SEO, SEM, Funnel optimization);
• Strong ability to multi-task and manage queues across all support channels (Chat, Email, and Phone);
• Ability to accurately gather, document, and register customer information and technical details.

These will help you stand out

• Advanced knowledge of Google products (GMB, Analytics, Waze Ads);
• Familiarity with Programmatic Media concepts and bidding strategies;

Please, upload your resume in English.

We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.