Client Support Specialist
August 16
Description
• The primary responsibility of the Client Support is to troubleshoot, escalate, and resolve client and customer questions or issues. • You will be responsible for supporting existing clients, end users of our clients, and third parties we use for processing. • Triage cases within the defined SLA. • Triaged cases will either be responded to and resolved or escalated to an internal or external team for assistance before resolving. • Maintain ownership of support cases until resolution. • Monitor and answer on different support channels: a ticketing system, public forums, online chat, social networks, client calls, and more. • Be part of an on-call rotation schedule for a 24/7 coverage. • Help enhance documentation to minimize repeating support issues. • Coordinate with the different teams: dev team, customer support, product management. • Help the dev team review new features and client libraries.
Requirements
• Previous experience in a customer support or operations role. • Excellent English skills (written and verbal). • iOS or Android experience • Previous knowledge of Salesforce Service/CRM
Benefits
• Bradesco health and dental plan, for you and your dependents, with no co-payment cost. • Life insurance with differentiated coverage. • Meal voucher and supermarket voucher. • Home Office Allowance. • Wellhub - Platform that gives access to spaces for physical activities and online classes. • Trustly Club - Discount at educational institutions and partner stores. • English Program - Online group classes with a private teacher. • Extended maternity and paternity leave. • Birthday Off. • Flexible hours/Home Office - our culture is remote-first! You can work in every city in Brazil. • Welcome Kit - We work with Apple equipment (Macbook Pro, iPhone) and we send many more treats! Spoiler alert: Equipment can be purchased by you according to internal criteria! • Annual premium - As a member of our team, you are eligible to receive an annual bonus, at the company's discretion, based on the achievement of our KPIs and individual performance. • Referral Program - If you refer a candidate and we hire the person, you will receive a reward for that!
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