About the rolethe technical support specialist supports the customer success team by supporting clients in troubleshooting and providing support to clients. This role will address tickets through the ticketing management solution and work closely with the product and engineering teams to help prioritize tickets and influence product strategy. Responsibilities Working from belo horizonte office Help customers launch advanced campaigns Troubleshoot basic issues with the platform and escalate as necessary in a timely manner Help build tools that allow others in the company to troubleshoot and address technical issues Strong analytical skills to review data and utilize it to better understand customer and team challenges Partner with the customer success team in tracking customer issues and requests Manage incoming support tickets Deliver first-Tier platform support and handles the initial research, troubleshooting and resolution of customer issues Take a proactive customer-First approach Proactively addresses issues with team members and other leaders before they escalate Meet and strive to exceed company retention and customer satisfaction goals Handle special projects or requests from customer success team Stays up to date on industry best practices Desired qualifications Fluent english both written and verbal Need to have finished or be completing a college degree or a technical school completed Has at least 1-2 years of experience in front-Line technical support or customer service roles at a saas company Knowledge and experience with html, css, javascript, php and mysql Has experience with a ticketing solution at a user, manager and admin level (zendesk, atlassian, jira, intercom, salesforce service cloud, etc.) Has experience with crm systems at a user and manager level (salesforce, dynamics, etc.) Has worked directly with product and engineering teams to help prioritize tickets and influence product strategy Familiarity working with third-Party systems via apis (salesforce, nationbuilder, mailchimp, or similar systems), sso, file transfer Strong troubleshooting and problem-Solving skills Exceptional attention to detail Company perks Robust and competitive benefits package A highly accountable culture with support to personal and professional growth Plenty of opportunities to grow within the company Possibility for home-Office work a couple of times a week Flexible working hours Friendly, cooperative, and welcoming company culture Please submit your resume in english.
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