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Emplifi is a leading provider of unified customer engagement platforms, empowering over 20,000 of the world's top brands to revolutionize the digital and social customer experience. Our comprehensive and integrated platform combines social media marketing, social commerce, and care, along with unified analytics and AI, to fuel growth and drive customer satisfaction.
About the Customer Support TeamWe're seeking a highly skilled and empathetic individual to join our Customer Support team as a Senior Technical Support Specialist. As a key member of our global support team, you will play a critical role in delivering exceptional technical support and guidance to our customers. Your responsibilities will include troubleshooting, diagnosing, and resolving customer issues, all while ensuring an outstanding level of customer satisfaction.
Job SummaryAs a Senior Technical Support Specialist, you will be responsible for providing technical support and resolving customer requests via various communication channels. You will qualify incoming requests, prioritize them with the appropriate level of urgency, and follow established procedures to address them in a timely and effective manner. You will also diagnose and troubleshoot software issues, guide customers through diagnostic and resolution procedures, and collaborate with internal teams to identify and resolve issues.
Key Responsibilities- Provide technical support and resolve customer requests via various communication channels.
- Qualify incoming requests, including technical issues, questions, and other inquiries.
- Prioritize requests with the appropriate level of urgency and follow established procedures to address them in a timely and effective manner.
- Diagnose and troubleshoot software issues.
- Guide customers through diagnostic and resolution procedures.
- Collaborate with internal teams to identify and resolve issues.
- Provide feedback on customer needs and product enhancements.
- Develop and maintain a deep understanding of our products and services.
- Document customer interactions, issues, and solutions for future reference and knowledge sharing.
- College graduate with a technical degree or equivalent hands-on experience.
- 2+ years in technical support or similar customer-facing technical role.
- Creative and technical problem-solving skills.
- Strong communication skills, both verbal and written, with an ability to explain technical issues in simple terms.
- Customer-oriented attitude with a passion for providing exceptional service.
- Ability to work independently and collaboratively, and manage multiple priorities in a fast-paced environment.
- Professional working proficiency in Portuguese and/or Spanish.
- Familiarity with basic concepts of social media platforms.
- Previous experience with software testing, issue/project tracking software, or similar tools.
