Product Support Representative

Customer Success São Paulo, São Paulo


 

Job Duties

  • Handle low to medium complexity support cases
  • Analyze customers’ requests addressing issues and assisting on product usage
  • Focus on first level resolution but escalate cases to higher level support engineers when needed
  • Update/develop support knowledge base articles and customer-focused instructional documents
  • Keep open support cases up to date and provide customers with latest information on a recurrent basis

 

Qualifications (absolute must haves walking in the door)

  • Good IT general knowledge with some experience supporting Microsoft environments
  • Office 365 proficiency with intermediate Excel experience
  • Solid problem-solving skills
  • Great phone/email communication etiquette
  • Intermediary/Advanced English, Spanish will be considered a plus
  • Customer support/assistance experience

 

Preferred Qualifications (great to have but not absolutely necessary)

  • Understanding of Brazil tax and/or e-invoicing processes and regulations (nice to have)
  • Previous experience supporting customers on mission-critical solutions
  • Previous ERP experience
  • Available to work on a 5x2 schedule on afternoon/evening shifts