Technical Customer Support

Product Support Specialist ILocationSão Paulo, Brazil (Hybrid or On-site, depending on business needs)Why You Should Join Us?Join a collaborative and customer-focused team dedicated to delivering exceptional product experiences.

As a Product Support Specialist I, you’ll play a critical role in helping customers succeed by solving problems quickly and effectively.

This is an excellent opportunity to grow your technical and customer support.

Habilidades

, build product expertise, and contribute to continuous improvement through knowledge sharing.We’re committed to creating an inclusive environment where everyone can learn, grow, and make an impact.What You’ll Do?Act as the first point of contact for customers and internal users via phone, chat, email, and support portalDiagnose and resolve common product issues using knowledge base articles, runbooks, and standard proceduresCollect and document key information (e.g., issue details, environment, impact, steps to reproduce) to ensure accurate case managementLog, categorize, prioritize, and manage tickets in ITSM/CRM systems (e.g., ServiceNow, Zendesk, Jira Service Management)Meet established service level agreements (SLAs) for response and resolution on low- to medium-complexity casesEscalate more complex or high-priority issues (P1/P2) following defined processesGuide customers through workarounds, product features, and self-service resourcesContribute to improving internal knowledge bases by creating and updating articlesMonitor ticket queues and ensure timely follow-up through to resolutionSupport customer satisfaction efforts by ensuring surveys are completed and feedback is capturedWhat You BringMust-Have Qualifications0–2 years of experience in customer support, service desk, or product supportStrong communication skills (written and verbal) with a customer-first mindsetAbility to troubleshoot basic technical issues (e.g., web applications, client software)Familiarity with ticketing or helpdesk toolsStrong attention t...