Technical Support Specialist
hace 2 meses
**About Emplifi**
We are a unified customer engagement platform empowering more than 20,000 leading brands to revolutionize the digital and social customer experience. Our comprehensive and integrated solutions fuel growth by delivering happy customers, increased product sales, and improved brand loyalty.
Our Customer Support team is the link connecting our Development and Sales departments to clients, involving technical and commercial aspects of our business. We work with software, social media, and CX management daily, collaborating with colleagues worldwide.
As part of our international team, you'll have the opportunity to work with colleagues from diverse locations, being part of an ever-growing family supported by professionals dedicated to your development.
**Job Summary**
This role demands technical expertise, problem-solving skills, exceptional communication abilities, deep empathy, and a proactive attitude. You will play a critical role in delivering exceptional technical support and guidance to our customers, ensuring an outstanding level of customer satisfaction.
**Key Responsibilities:**
- Qualify incoming requests, including technical issues, questions, and other inquiries
- Prioritize requests with the appropriate level of urgency and follow the procedure to address them in a timely and effective manner
- Diagnose and troubleshoot software issues
- Guide customers through diagnostic and resolution procedures in a clear and concise manner
- Collaborate with different internal teams to identify and resolve issues
- Provide feedback on customer needs and product enhancements
- Develop and maintain a deep understanding of the company's products and services
- Document customer interactions, issues, and solutions for future reference and knowledge sharing
**Requirements:**
- College graduate with a technical degree or equivalent hands-on experience
- 2+ years in technical support or similar customer-facing technical role
- Professional working proficiency in Portuguese and English (written & spoken)
- 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
- Exhibit a flexible approach to working on a shift rota basis and provide necessary cover where needed
**Estimated Salary: $65,000 - $90,000 per annum
**What We Offer:
- International, fast-paced, and rapidly growing environment
- Chance to work with the world's biggest brands at the CX tech leader
- Agile and open-minded culture, with high levels of trust and flexibility
- Opportunity for professional growth and development
- Possibility to learn new and cutting-edge technologies in an environment that encourages new ideas
- Opportunity to use English on a daily basis
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