- Provide exceptional customer support via calls, emails and chats
- Securely work with customer sensitive information and collect necessary data
- Escalate tickets to the internal team in a timely manner
- Collect and analyze customer feedback, handle customer inquiries
- Troubleshoot web applications (use Chrome Dev Tools to analyze requests and/or check the error)
- Analyze application logs
- Handle P1 production incidents
- Reproduce incidents in test environments
- Meet team KPIs
- Excellent Portuguese and English (both C1, written and verbal)
- At least 5 years of experience in technical support
- Ability to read and analyse logs
- Experience with cloud solutions
- Experience in handling P1 production incidents
- Reproduction of incidents in test environments
- Ability to determine severity levels and impact of incidents
- Experience in troubleshooting web applications
- Experience with Zendesk and Microsoft Office
- Analytical and problem-solving skills
- Strong communication skills
- Personal laptop or computer (at least 8Gb of RAM) and a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)
- Fixed shifts from 9am–5pm, Brazil time
- Opportunity to work fully remotely
- Inclusive international environment
- Compensation in USD
- Good bonuses for referring friends
- Paid intensive training and probation
- Work-life balance
- Responsive management interested in your growth and long-lasting cooperation
- Greenhouse conditions for self-development
L2 Technical Support Engineer - São Paulo, Brasil - SupportYourApp
Descrição
Passionate about the world of tech?
What if you had a chance to be a part of the world's leading SaaS, Software, or Hardware solutions?
Join our team as L2 Technical Support Engineer today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals with our People First management approach.
Excited? Let's see what it takes
What you will do:
What you need to succeed in this role:
Benefits and Perks:
Who are we?
SupportYourApp is a Support-as-a-Service company that provides secure technical, customer support, and CX services for tech companies around the globe. We work with clients from over 30 countries and speak over 60 languages.
Since 2010, we've become an industry leader in premium outsourced customer support and turned global with 7 hubs around the world.
We treat our team like our clients, surrounding them with unlimited care, an individual approach, and a wholesome positive experience.
We welcome people with various backgrounds and experiences. Grab the chance to join us and send your CV in English, pointing out your outstanding skills
Visit our website:
DISCLAIMER
We are a multinational company with unbiased views. The assessment of candidates is not affected by such characteristics as race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other reason prohibited by law in provision of employment opportunities and benefits.