Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Support Specialist based in Brazil.

As a Support Specialist, you will help customers get the most value from a technology platform by providing responsive, thoughtful, and effective <support.You> will manage customer inquiries and support tickets from initial contact through resolution.The role combines troubleshooting, clear communication, and proactive problem-solving in a customer-focused <environment.You> will investigate platform-related issues, coordinate with internal teams, and escalate complex cases when needed.Your work will contribute directly to customer satisfaction and a smooth user <experience.You> will also help strengthen support processes by documenting recurring issues and improving internal knowledge resources.This is a fully remote opportunity within a global team, ideal for someone organized, independent, and passionate about helping customers.

Accountabilities

• Respond to customer inquiries and provide timely, professional, and helpful support to platform users.
• Create, manage, monitor, and follow up on support tickets to ensure issues progress toward timely resolution.
• Troubleshoot platform-related problems, investigate potential causes, and provide appropriate solutions or workarounds.
• Escalate complex or technical cases to the appropriate internal teams while maintaining ownership of the customer experience.
• Keep customers informed throughout the support process, clearly communicating progress, next steps, and expected resolutions.
• Maintain accurate and detailed documentation of customer issues, resolutions, and recurring problems.
• Contribute to internal knowledge bases and support resources to make future issue resolution faster and more consistent.
• Collaborate with cross-functional teams to investigate issues and deliver effective solutions.
• Identify recurring challenges and recommend improvements to support workflows, processes, and customer experience.
• Prioritize multiple customer requests effectively while maintaining a high standard of service and attention to detail.

Requirements

• Currently based in Brazil.
• Previous experience in customer support, technical support, help desk, or a similar customer-facing role.
• Strong written and verbal communication skills in English.
• Excellent problem-solving and troubleshooting abilities.
• Strong attention to detail and commitment to providing accurate information.
• Ability to prioritize and manage multiple customer requests in a fast-paced environment.
• Proactive, customer-focused mindset with a genuine interest in helping users resolve problems.
• Ability to communicate technical or platform-related information clearly and professionally.
• Strong organizational skills and reliable follow-through on customer issues.
• Ability to work independently and effectively in a fully remote environment.
• Experience supporting SaaS products or technology platforms is a plus.
• Familiarity with ticketing systems, customer support platforms, or other support tools is advantageous.

Benefits

• Fully remote work model.
• Opportunity to collaborate with a global team.
• Challenging and engaging work within a technology-focused environment.
• Opportunities for professional growth and career development.
• Access to internal learning and development resources.
• Necessary equipment provided for the role.
• Opportunity to contribute to support process improvements and customer experience initiatives.
• Exposure to SaaS and technology platforms serving users across international markets.