Technical Support Engineer | Brazil - Remote

Degreed; Brazil (IN); Remote; USD 60,000 - 80,000; Full time

Job summary

An innovative firm in the Learning and Development Technology sector is seeking a motivated Technical Support Specialist. This role offers a unique opportunity to provide essential technical support, troubleshoot software issues, and enhance client satisfaction in a collaborative and inclusive environment. With flexibility in remote work arrangements, you will be part of a team dedicated to continuous improvement and client success. If you are passionate about technology and helping others, this position could be your next career step in a supportive workplace that values diversity and growth.

Benefits

Career Advancement Opportunities

Supportive Work Environment

Flexible Remote Work Arrangements

Commitment to Diversity and Inclusion

Qualifications

• Proficient in Level 1 and Level 2 technical support in SaaS.
• Strong written and verbal communication skills are essential.

Responsibilities

• Provide Level 1 and 2 technical support via phone, email, and chat.
• Diagnose and resolve escalated tier II technical software issues.

Skills

Technical Support

Communication Skills

Problem-Solving Skills

SaaS Environment Experience

Tools

Knowledge Centre

APIs

FTP

Webhooks

Job description

Employer Industry: Learning and Development Technology

Why consider this job opportunity:

1. Opportunity for career advancement and growth within the organization
2. Supportive and collaborative work environment
3. Flexibility of remote work arrangements available
4. Commitment to diversity and inclusion, fostering an environment where everyone can thrive
5. Chance to make a positive impact on client satisfaction and retention

What to Expect (Job Responsibilities):

1. Provide Level 1 and Level 2 technical support via phone, email, and chat, guiding clients through troubleshooting steps
2. Diagnose and resolve escalated tier II technical software issues efficiently
3. Track and document technical issues and resolutions, including writing articles for the Knowledge Centre
4. Test and troubleshoot technical components like data integrations and SSO authentication
5. Refine and improve technical support processes to enhance client support experience

What is Required (Qualifications):

1. Proficient in providing Level 1 and Level 2 technical support in a SaaS environment
2. Strong written and verbal communication skills, with the ability to convey technical information clearly
3. Experience in using technical knowledge to diagnose and resolve software and system issues
4. Ability to work rotating weekend shifts as needed
5. Commitment to staying updated on product changes and best practices for client support

How to Stand Out (Preferred Qualifications):

1. Experience with industry-standard practices for implementing file feeds (FTP), APIs, and webhooks
2. Demonstrated ability in cross-functional collaboration to resolve client issues
3. Creative problem-solving skills in fast-paced environments
4. Previous experience in a customer support role within the technology sector

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