Technical Support Consultant L3

Velozient; Teletrabalho; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

Uma empresa líder em tecnologia busca um Consultor de Suporte Técnico L3 que tenha de 3 a 5 anos de experiência em suporte de software. O candidato ideal deve ter excelente habilidade em inglês e ser apaixonado por atendimento ao cliente. As responsabilidades incluem fornecer suporte técnico de nível 3 e gerenciar problemas complexos. É necessário ter habilidades básicas em SQL e proficiência no Microsoft Office. A posição é remota e está alinhada aos horários de expediente da CST dos EUA.

Qualificações

• Experiência em suporte de software de nível 3 com 3 a 5 anos.
• Habilidades básicas a intermediárias em SQL.
• Capacidade de trabalhar de forma independente ou em equipe.

Responsabilidades

• Fornecer suporte ao cliente de nível 3 para produtos de software.
• Gerenciar e resolver problemas complexos.
• Apoiar a equipe de feedback dos clientes.

Conhecimentos

Excelência em inglês verbal e escrito

Habilidades de resolução de problemas

Capacidade de gerenciar fila de suporte

Paixão por atendimento ao cliente

Habilidades básicas a intermediárias em SQL

Formação académica

Bacharelado ou experiência equivalente

Ferramentas

Microsoft Office Suite

Descrição da oferta de emprego

Technical Support Consultant L3 Velozient•caruaru, estado de pernambuco, br

Descrição da vaga

We are looking for a remote, full-time Technical Support Consultant with 3 to 5 years of software support experience to join the client operations team of our U.S. client. You will play a critical role in ensuring our client's software lives up to its world-class reputation.

Our client provides a cloud-based, ERP platform to hundreds of energy industry customers delivering market-leading field service management, field data gathering, transportation, production, accounting, and land software solutions. Backed by private equity, our client accelerates business performance, improves operational efficiency, and reduces costs.

Responsibilities

• Deliver Level 3 customer support for our client's industry-leading software products
• Triage reported, end-user customer incidents
• Work technical issues and support the direct client feedback loop process
• Help secure existing revenue by means of customer retention
• Provide incident queue management
• Utilize troubleshooting skills
• Help manage complex issues and drive escalations to resolution
• Build and demonstrate cross-application knowledge among the client's core application modules
• Push the client's software to the limit, making sure it is efficient, intuitive, and best-in-class
• Gain experience in the oil and gas industry; including economic, accounting, and finance knowledge

Required Experience

• Excellent English verbal and written skills
• 3 to 5 years of Level 3 software support experience
• Basic to intermediate SQL skills
• Proficiency in using Microsoft Office Suite
• A drive to continue learning in the energy business and the client's software
• Advanced problem-solving skills
• Ability to triage and actively manage a support queue
• Innate passion for customer service
• Dependability and ability to manage as well as prioritize concurrent tasks
• Must be available for an on-call rotation
• Ability to work U.S. CST business hours
• Must be a self-starter and resourceful
• Ability to work independently or as part of a team
• Proven experience working effectively in a vibrant, dynamic startup environment
• Trustworthy, team-oriented, and transparent

Desired Experience

• Bachelor's degree or equivalent experience
• Experience creating manuals, training documentation, and interactive training materials for software applications
• Experience providing software support and troubleshooting for SaaS applications
• Experience in reproducing issues in a test environment prior to production deployment💬 Sorry, accidentally sent incomplete content. Let me continue…