Technical Support Agent (Assistant)

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

Resumo da oferta

A leading technology firm in São Paulo is looking for a Technical Support Agent to provide essential end-to-end support for clients and resolve technical problems related to Google Ads. This hybrid position requires engaging with customers across multiple channels while ensuring compliance with service standards. The ideal candidate should have a background in Customer Support or Technical Support and possess knowledge of Digital Marketing concepts. Join us to make a significant impact in a collaborative team environment.

Qualificações

• Experience in Customer Support or Technical Support, preferably B2B.
• Familiarity with Digital Marketing concepts: SEO, SEM, Funnel optimization.
• Ability to gather and document customer information accurately.

Responsabilidades

• Provide end-to-end support to clients, diagnosing and resolving technical problems.
• Ensure compliance with SLAs and quality standards.
• Accurately document and escalate complex cases.

Conhecimentos

Basic/Intermediate English

Customer Support experience

Knowledge of Google Ads

Digital Marketing concepts

Multi-tasking ability

Documentation skills

Descrição da oferta de emprego

Technical Support Agent (Assistant)

As a Technical Support Agent (Assistant) you will make an impact by providing end-to-end 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 a manager.

Responsibilities

• 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 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 through 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.

Qualifications

• 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.

Desirable

• 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.