Técnico De Suporte Ao Usuário - Help-Desk - 1O

buscojobs Brasil; Amazonas; Híbrido; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading technology company in Brazil is looking for a skilled Technical Support Specialist to provide expert-level customer support. This full-time hybrid role involves troubleshooting technical issues, managing help desk tickets, and ensuring high customer satisfaction. Ideal candidates will have 3+ years of customer support experience and strong communication skills in English and Portuguese. The position includes competitive compensation ranging from $1,500 to $1,800 USD per month.

Serviços

15 days Paid Time Off (PTO)

Flexible working hours

Collaborative team environment

Qualificações

• 3+ years of experience in a similar customer-facing or support role.
• Strong knowledge of website and CRM applications, and a good understanding of HTML and Microsoft Office tools.
• Experience in technical support or helpdesk role preferred.

Responsabilidades

• Provide timely and professional customer support via email, chat, and phone.
• Assist customers with technical issues via email, ticketing systems, and live chat.
• Manage and resolve help desk tickets efficiently, adhering to SLAs.

Conhecimentos

Excellent communication skills in English and Portuguese

Technical troubleshooting

Customer support expertise

Organizational skills

Problem-solving mindset

Multitasking

Formação académica

Minimum of 2 years of higher education, preferably in a technical field

Ferramentas

CRM applications

Microsoft Office tools

Descrição da oferta de emprego

Overview

ScanAvenger was founded with the sole goal of giving a boost of productivity and efficiency to those on the front line of retail, manufacturing, logistics, transport, healthcare, and other sectors. We offer reliable, built-to-endure barcode scanners backed by one of the most responsive support teams in the industry. ScanAvenger has been growing at an astonishing rate of 100% YOY. This is a hybrid role with primary responsibilities in Helpdesk support and additional involvement in global operations. Working hours: PDT (Los Angeles Time), with one hour break. The monthly compensation for this role ranges from $1,500 to $1,800 USD, depending on qualifications and experience.

Helpdesk & Operational Responsibilities

• Helpdesk Responsibilities (Primary)
  • Provide timely and professional customer support via email, chat, and phone. Learn the product in and out.
  • Learn the product in detail and assist with scanner setup, programming, and troubleshooting. No prior knowledge of barcode scanners is required.
  • Escalate complex cases when needed while ensuring follow-up and resolution.
  • Maintain accurate customer logs and records.
  • Update and maintain the internal Knowledge Base content for recurring issues and fixes.
• Operational Support (Secondary)
  • Track global shipments and ensure timely delivery.
  • Support e-commerce operations across our website and third-party marketplaces like Amazon and eBay.
  • Help manage worldwide stock levels and coordinate with warehouses.
  • Assist with new order placements and help prevent stockouts.
  • Support product launch campaigns and ensure marketplace listings are accurate.
  • Communicate with global suppliers and partners.
  • Help with internal process documentation and task tracking.

Qualifications

• As close to perfect English skills (C1+ minimum) - both written and verbal.
• 3+ years of experience in a similar customer-facing or support role.
• Professional email communication.
• Strong organizational and multitasking abilities.
• Proven track record of ownership and task follow-through.
• Resourcefulness and problem-solving mindset.
• Intermediate Microsoft Office skills (especially Excel and Outlook).
• Bonus: Experience with Amazon Seller Central.
• Bonus: Technical background or comfort with tech troubleshooting.
• Ability to switch between customer support and internal ops tasks as needed.
• Comfortable working independently and taking ownership of outcomes.

Customer & Application Support Specialist (Division)

The Division: OPTIVIQ Inc. with roots in the Pulp & Paper Industry for nearly 40 years, holding the exclusive global license for the distribution and support of OptiVision, a leading software solution for managing complex manufacturing processes. Owned by Constellation Software Inc., we offer a unique environment that combines the flexibility of a medium-sized company with the opportunities and resources of a 50,000+ employee organization.

Position & Responsibilities

We are seeking a highly skilled and motivated Customer & Application Support Specialistto join our team in Brazil. This is a full-time position that requires you to provide expert-level technical support and manage a variety of customer requests in a dynamic environment. You will be the go-to resource for our customers, providing assistance and ensuring high customer satisfaction through timely and effective problem resolution. This role involves close collaboration with cross-functional teams, including Development, QA, IT, and DBA, to address technical issues and ensure a seamless experience for our clients.

Responsibilities:

Technical Support:

• Assist customers with technical issues via email, ticketing systems, and live chat.
• Manage and resolve help desk tickets efficiently, adhering to SLAs and providing timely communication with users on ticket progress and resolutions.
• Utilize product knowledge to troubleshoot, analyze, and resolve issues related to application functionality, performance, and availability.
• Participate in on-call rotations to provide after-hours support and ensure continuity in critical issue resolution.
• Troubleshoot software-related issues and provide effective solutions.
• Collaborate with Development, QA, IT, and DBA teams to address technical issues, escalating complex cases as needed for timely resolution.
• Analyze and troubleshoot technical issues, utilizing back-end databases, platform logs, and data mapping to identify solutions effectively.
• Deliver expert-level support for Tier 1 and Tier 2 tickets, providing a high level of customer satisfaction across all support levels.
• Monitor system performance proactively, identifying potential issues before they affect the production environment.

Customer Interaction:

• Respond to and document requests for technical assistance.
• Ensure customer issues are tracked, monitored, and resolved in a timely manner.

Product Knowledge:

• Provide guidance on the company\'s software products.
• Suggest product upgrades when appropriate to enhance client experience.
• Develop self-help guides and FAQs for customers and team members to assist with common issues and reduce future support requests.

Internal Collaboration:

• Work closely with other departments to ensure issues are well-documented and addressed.
• Document support processes and contribute to knowledge bases, ensuring consistent and high quality service standards.
• The role involves supporting software applications, resolving technical issues, and delivering excellent customer service in a professional and energetic environment.
• The successful candidate will be part of a collaborative team working directly with clients to ensure positive user experiences.

Skills & Qualifications

Required:

• Communication: Excellent verbal and written communication skills in English and Portuguese are mandatory. Spanish is a plus, but not required.
• Technical Support Experience: Ideally, at least 1-2 years in a technical support or helpdesk role.
• Problem Solving: Proven ability to remain calm under pressure and provide effective solutions.
• Multi-tasking: Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Technical Proficiency: Strong knowledge of website and CRM applications, and a good understanding of HTML and Microsoft Office tools.
• Organizational Skills: Capable of tracking tickets and managing support requests.
• Travel: Willingness to travel within Brazil and internationally, up to 35% of the time.

Desired:

• Educational Background: Minimum of 2 years of higher education, preferably in a technical field such as computer science or information technologies.
• Pulp & Paper Industry Knowledge: Experience in the Pulp & Paper industry, especially in supply chain fulfillment.
• Basic Accounting Knowledge: Basic understanding of accounting to assist with the software\'s financial functions.

Ideal Candidate:

The successful candidate will be enthusiastic, energetic, and possess a strong passion for learning. They will be a motivated team player who is driven to provide solutions and improve user satisfaction. The ideal candidate thrives in a fast-paced environment, is organized, and can juggle multiple tasks while maintaining high-quality service.

• Work Schedule: This is a full-time position.
• Weekend Availability: Must be willing to work on weekends when required.
• After-Hours Support: Willingness to provide support outside standard business hours as needed.

Technical Support Specialist L3

We are seeking a remote, full-time Technical Support Specialist with experience in Tier 3 software support, who is bilingual in English and either Spanish or Portuguese. You will join the Customer Services team of our U.S. client. You\'ll investigate, diagnose, and resolve challenging product and integration problems, all while collaborating closely with Product, Engineering, and Tier 1 & 2 Support. Your work will directly impact customer satisfaction, product quality, and long-term scalability of our support operations.

Client & Context

Our client is a fintech company that provides commodities managers with task automation and timely insights on their trades, including risk exposure, positions, and profits and losses. With over 5 million trades on its SaaS platform, the company is an award-winning industry leader that counts among its customers some of the world\'s largest financial firms. Our client is growing rapidly and is seeking innovative, bold risk-takers to advance its product strategy of market disruption and expansion.

Responsibilities:

• Serve as the escalation point for Tier 2 on complex, technical customer support issues
• Troubleshoot software bugs, data anomalies, API issues, performance concerns, and environment-specific problems
• Collaborate with Engineering and Product teams to diagnose root causes, document findings, and follow through on resolutions
• Reproduce customer issues, collect logs, analyze error messages, and recommend workarounds when necessary
• Maintain deep knowledge of the client\'s platform, integrations, APIs, and system behavior
• Contribute to internal documentation and knowledge sharing to improve team-wide troubleshooting
• Identify patterns in support cases and provide insights to Product and Engineering for continuous improvement
• Participate in post-incident reviews and ensure learnings are translated into process or product changes

Required Experience:

• Excellent English and either Spanish or Portuguese communication skills
• 3+ years of experience in technical support, including Tier 3 support, preferably in a SaaS or enterprise software environment
• Strong troubleshooting skills and technical fluency, such as experience reading logs, querying data, and diagnosing back-end issues
• Excellent communication ability, translating technical details into clear explanations for customers and internal teams
• Experience working with product and engineering teams to resolve bugs or product limitations
• Experience in energy trading, ETRM/CTRM software, financial, or ERP systems
• Desire to work in an environment that emphasizes client-centric product development, world-class service, and technological innovation
• Proven ability to stay self-motivated, own problems from start to finish
• Demonstrated ability to work independently or as part of a broader team
• Trustworthy, team-oriented, transparent, and fun

Preferred:

• Experience with Python

Additional Information:

• 15 days Paid Time Off (PTO), one floating day, three sick days, and designated national holidays
• Start: ASAP