Technical Support Specialist | BR

Degreed Inc; Teletrabalho; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading upskilling platform based in Brazil is seeking a Technical Support Specialist to enhance client interactions through exceptional support. The role involves troubleshooting software issues, documenting resolutions, and collaborating with team members to improve practices. Candidates must possess strong analytical skills and full professional fluency in English. This position offers a supportive environment for growth and learning, contributing to the mission of driving workforce transformation through upskilling.

Qualificações

• Full professional fluency in English for technical support.
• Ability to troubleshoot and document technical issues.
• Strong analytical skills for identifying root cause patterns.

Responsabilidades

• Provide technical support to clients via phone, email, and chat.
• Manage end-to-end Level 1 support troubleshooting.
• Investigate client questions by gathering relevant data.
• Document all technical issues and resolutions.
• Escalate complex cases to senior engineers if needed.
• Stay current with product updates and support procedures.
• Assist with onboarding and training of new team members.

Conhecimentos

Troubleshooting platform issues

Fluency in English

Documenting and escalating issues

Familiarity with APIs

Exceptional communication skills

Analytical thinking

Collaborative mindset

Using AI-powered support tools

Descrição da oferta de emprego

Overview

Degreed is the upskilling platform that fuels growth and innovation through lifelong learning. We bring together everything you need to learn and advance: LMSs, courses, videos, articles, projects, and real-world skill insights, matching you with opportunities that align with your skills, role, and goals.

For businesses, Degreed helps build a culture of learning that attracts, develops, and retains top talent, driving both individual and company success.

We believe learning is the key to unlocking opportunities. Our mission is to discover, empower, and celebrate the next generation of global expertise. Join us in shaping the future of learning and workforce development.

We’re looking for a Technical Support Specialist to join our team. This role focuses on creating exceptional support experiences, helping clients and end-users troubleshoot and resolve technical issues with confidence and care. You’ll be a go-to expert for diagnosing technical challenges, working cross-functionally to identify patterns, escalate issues, and drive continuous improvement in our support practices. You’ll thrive if you enjoy solving puzzles, learning about systems, communicating clearly with non-technical audiences, and owning outcomes from first response to resolution.

To support our international coverage, participation in a scheduled weekend rotation is required.

Key Skills

• Ability to troubleshoot platform issues using internal tools (user search, org configuration, content checks, logs).
• Full professional fluency in English, with the ability to provide technical support to clients and end users in English across written and verbal channels.
• Experience in documenting and escalating technical issues, ensuring thorough tracking and resolution of client concerns.
• Familiarity with APIs, basic error codes, and how integrations impact client experience.
• Exceptional written and verbal communication skills, with the ability to translate technical information into non-technical language.
• Strong analytical thinking applied to identifying root cause patterns and narrowing down problem scope.
• Collaborative mindset, contributing to team knowledge articles, improvements, and onboarding of new teammates.
• Ability to effectively use AI-powered support tools as part of daily workflows (e.g., ticket analysis, knowledge base search, response drafting, and issue pattern identification).

Nice-to-Have Skills

• Experience troubleshooting web issues, including capturing network traces and extracting .HAR files.
• Familiarity with SaaS applications and platforms.
• Basic understanding of API interfaces, SSO, and FTP troubleshooting.
• Experience using ticket management systems and call tracking tools.

Key Responsibilities

• Provide technical support to Degreed clients via phone, email, and chat platforms, diagnosing and resolving routine software issues quickly and efficiently.
• Manage end-to-end Level 1 support troubleshooting, including clear documentation, accurate case categorization, and timely updates.
• Investigate client questions by gathering relevant data, analyzing issues, researching potential solutions, and applying the most effective resolution.
• Document all technical issues and resolution steps thoroughly, including contributing clear and helpful articles to the Knowledge Center.
• Escalate complex cases to senior engineers or other teams as needed, ensuring timely and accurate handoffs.
• Stay current with product updates, system changes, and customer support procedures and best practices.
• Assist with the onboarding and training of new team members.

Compensation

We are committed to fair and equitable compensation practices. This role is under a CLT (Consolidation of Labor Laws) contract in Brazil. The total monthly compensation for this role is R$9,000. Actual compensation packages are based on several factors that are unique to each candidate, including skill set, depth of experience, certifications, location, and internal equity.

🌍 Diversity & Inclusion – We celebrate diverse perspectives and backgrounds, fostering an inclusive environment where everyone can thrive and contribute.
📈 Growth Mindset – Learning is at the heart of what we do. We empower our employees to continuously develop their skills and grow their careers in alignment with their strengths and aspirations.
🤝 Collaboration – The best ideas come from working together. We cultivate a culture of open communication, teamwork, and shared success.

By joining Degreed, you’ll be part of a community that values learning, collaboration, and meaningful impact. If you’re passionate about driving change through upskilling and workforce transformation, we encourage you to apply and contribute to our mission.

Work Environment & Physical Demands

Degreed offers flexible work arrangements tailored to each role. Some positions are fully remote, while others follow a hybrid model for employees near an office. Please check the job details for role-specific requirements. For remote and hybrid roles, you’ll collaborate virtually using tools like Zoom and Slack. This role may require prolonged computer use and stationary work, with the ability to interpret written and verbal communication effectively. We are committed to creating an inclusive and adaptable work environment that enables every team member to thrive and do their best work.

Additional Information

Degreed is an equal opportunity employer committed to fostering a workplace free from discrimination and harassment. We do not discriminate based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law. This policy applies to all aspects of employment, including recruitment, hiring, career development, compensation, and training.

Global Data Privacy Notice for Job Candidates & Applicants

If you’re applying from specific regions, your personal data may be processed in line with privacy laws, including GDPR and CCPA. To understand how we handle applicant data, please review our Global Data Privacy Notice and related policies.

This description is intended to reflect the job as of now and may be subject to change. If you have any questions about the role, please contact our recruiting team.