Role: Internal/External Customer Support

Location: near Santo Amaro Station / Giovani Gronchi, Sao Paulo, Brazil

Languages required: Portuguese+ Spanish+ English

Salary: BRL 2450/month

The Internal/External Customer, Technical Support Representative provides Internal/External Customer Technical Support Services and supports our client’s customers in their navigation and use of applications, hardware and software necessary to complete actions related to doing business with our client. The primary function of these Help Desk services is to restore technical function as resolution in order to allow our client’s customer to return to their business process as quickly as possible. In relation to this service, the activities conducted by the Technical Support Representative would include the following:

• Interacting with our client’s customers who are contacting customer support for assistance via phone/email (potential future channels e.g. Chat)
• Collecting and verifying information provided from the contact in order to accurately and quickly deliver solutions that restore service
• Identifying correct knowledgebase solutions to use in performing necessary steps to deliver solutions that restore service
• Working within a service management application to provide case logs for restoration rate accountability and process adherence
• Escalating unresolved issues to the next level of support when required by process
• Adhering to Priority service levels and assigning these appropriately for the described issue using provided support processes.

This position is the first point of contact for the end-user. Individuals must be able to multi-task in a fast paced, high pressure environment with customers of varying degrees of technical knowledge. Individuals will have common solutions available for technical problems encountered and will escalate if no knowledge-based solution exists. Individuals are required to identify and define problems, collect data, establish facts, and draw valid conclusions. TSR must be able to understand and interpret technical concepts and apply logic and deductive reasoning. Performs basic troubleshooting and ID resets for various applications.

Job Duties

• Engage with first level support contacts from internal/external end-users
• 1-2 years of experience
• Communicate resolution to software/hardware errors & malfunctions
• Provide feedback on procedures
• Troubleshoot/dispatch basic hardware issues
• Probe, isolate, and troubleshoot supported application problems
• Handle general ID resets, email issues, Internet Explorer issues
• Responsible for meeting established individual and team performance targets including service level, resolution, productivity and quality standards
• Maintain up-to-date knowledge of products, services, and resource materials to provide adequate support and accurate information to customers
• Provide first level triage and resolution for in scope issues and applications using existing knowledge base articles and/or SOPs defined.
• Adhere to established attendance and punctuality guidelines

Preferred Competencies

Technical ability regarding the following:

• Cloud Application support related to internet browsers
• Ability to understand and troubleshoot hardware and software issues remotely through screen sharing software
• Ability to identify, adapt, and apply approaches in problem solving
• Overall cursory understanding of ecommerce web sites and APIs

This is a partial list of activities and may be expanded as necessary in the customer service training or amended at any time by our client through a Change Control Procedure.