Technical Support & Implementation Specialist

Velozient; Teletrabalho; BRL 261.000 - 367.000; Tempo integral

Resumo da oferta

A nearshore software development company seeks an experienced individual for customer technical support. The role involves serving as the main contact for existing and new customers, leading onboarding processes, and translating customer needs to the product team. Ideal candidates should have 3-5 years of relevant experience, familiarity with ticketing systems, and excellent communication skills. The company promotes a culture of innovation and individual recognition.

Serviços

15 days Paid Time Off (PTO)

Floating day

3 sick days

National holidays

Qualificações

• 3 to 5 years of experience in implementation or technical customer support within SaaS.
• Proven track record of working with multiple stakeholders.
• Experience in a vibrant, dynamic startup environment.

Responsabilidades

• Serve as the primary technical contact for customers.
• Lead customized onboarding and enablement.
• Document and collaborate on new features with engineering teams.

Conhecimentos

Excellent written and verbal English communication skills

Implementation or technical customer support experience

Knowledge of ticketing systems such as Zendesk and Hubspot

Project management skills

Ability to communicate effectively with both customers and management

Formação académica

Bachelor's degree in Computer Science, technical engineering, or Information Technology

Ferramentas

Zendesk

Hubspot

Descrição da oferta de emprego

Responsibilities

Become a product expert and serve as the primary technical contact for both existing customers and new customer onboarding

Provide a timely response and resolution to inbound customer communications (phone, chats, and emails) – make sure to understand customer needs and provide feedback with a sense of urgency

Identify the root cause of customer issues, understand the steps to replicate and solve the problem within the client's means, and elevate when necessary.

Lead comprehensive customized onboarding and enablement

Consult with customers on setup decisions and share best practices so they get the most from the platform

Integrate the product with other customer products to enable the customer to maximize value

Document and collaborate with the engineering and management teams regarding new features or adjustments to existing features

Closely monitor customer engagement, usage, and happiness before, during, and after a customer's go-live date

Represent the voice of the customer, providing input into core product, marketing, and sales decision-making

Handle a variety of issues that may arise during implementation and ongoing product use - always be ready to think on your feet!

Required Experience

Excellent written and verbal English communication skills

3 to 5 years of implementation or technical customer support experience in a software-as-a-service (SaaS) or software company

Experience with ticketing systems such as Zendesk and Hubspot (Hubspot preferred)

Ability to accurately describe issues, collect applicable documentation, and operate as a liaison between the product team and the customer

Prior experience documenting new features and getting your requests prioritized into Sprints

Proven track record of working with multiple stakeholders – customers, company management, and engineering

Ability to handle front-line customer / user communications all the way up to executive-level conversations – Talk tech / product with customers and talk business value with executive management

Project management experience – must have attention to detail and proven ability to track, prioritize, and follow through on action items without encouragement from others

Proven experience in a vibrant, dynamic startup environment

Demonstrated ability to work independently or within a broader team

Trustworthy, team-oriented, and transparent

Preferred Experience

Bachelor's degree in Computer Science, technical engineering, or Information Technology

Experience working with US-based companies

Familiarity with the yard management industry

Awareness of logistics and supply chain management

Additional Information

When you know your ideas are heard and matter, think big!

You get to own your job and be recognized for your contributions

Work with innovative and creative people

Making mistakes is human. Let's learn from them. Be transparent!

We recognize you as an individual, with no presumptions or judgment. Be the extraordinary you!

15 days Paid Time Off (PTO), 1 floating day, 3 sick days, and designated national holidays

Start : ASAP

About VelozientWe are a privately held, nearshore software development company providing outsourced development resources to North American companies. Our mission is to offer development talent who enjoy taking on challenging work, want to grow their skills and experiences building software, and excel in a fast-paced, dynamic team environment. We focus on providing world-class remote resources who work as valued members of client teams. If thi