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Customer Support Specialist

CLT (Efetivo)Presencial (Local)Porto Alegre-RSEmpresa Confidencial (Cadastre-se)

* Salário: R$ 2.000 a R$ 5.000 por mês (estimado)

* O valor exibido é uma estimativa calculada com base em dados públicos e referências do mercado. Não garantimos que este seja o salário oferecido para esta vaga específica.

Área: Outros

Nível: Senior

Description
Confidencial (Apenas para Cadastrados) is a hybrid, global workforce building the next-generation Insider Risk Management and User Behavior Analytics platform.
Join our team of innovators who are redefining insider risk management through cutting-edge technology. More than 10,000 organizations across the globe use Confidencial (Apenas para Cadastrados) to mitigate insider threats and protect their sensitive company data with the most robust, enterprise-grade software on the market.
As a global team, Confidencial (Apenas para Cadastrados) embraces an inclusive and flexible work environment and team culture. We win together, learn from each other and respect each other while delivering best-in-class security solutions.
About the role
Confidencial (Apenas para Cadastrados) is currently seeking a Customer Support Specialist to join our Support team and provide timely, empathetic help that keeps the customer’s needs at the forefront of every interaction. The Customer Support Specialist will be responsible for maintaining positive customer relations and satisfaction by providing service via chat, and email, and working with the rest of the teams. The CSS operates at the intersection of product functionality and plays an integral role in maintaining our top-level product experience standard. This person will be the first line of contact through chat/email with our customers during their shift- Monday to Friday from 9AM to 5PM CET
Responsibilities
Provide technical support to our customers
  • Maintain high customer satisfaction while managing operational expectations
  • Become a product expert and maintain a deep understanding of product functionality
  • Evaluate and analyze issues & their impact to resolve or escalate tickets as needed
  • Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies.
  • Identify trends in support requests to help create long-term solutions

  • Requirements

  • Minimum 2 years of relevant experience as a technical support or in a similar role

  • Ability to navigate comfortably in Linux, macOS, and Windows shells and operating systems

  • Knowledge of PostgreSQL

  • Knowledge of cloud computing platforms (Azure, AWS, etc)

  • Knowledge of an Intercom or similar ticketing system

  • Understanding of B2B SaaS products, IT security, and data platforms

  • Ability to translate intricate technical details to simple, understandable terms

  • Strong interpersonal skills and ability to work with customers & cross-functional teams.

Confidencial (Apenas para Cadastrados) may utilize automated tools, including artificial intelligence–enabled systems, to assist in the preliminary review, screening, and organization of employment applications. Such tools are used solely to support the hiring processes and do not independently make hiring or employment decisions. Confidencial (Apenas para Cadastrados) personnel retain ultimate authority and discretion over all hiring decisions. By submitting an application, you expressly acknowledge and consent to Confidencial (Apenas para Cadastrados)’s use of such tools in connection with your application. You may request review of their application by a human reviewer or opt out of automated screening at any time by contacting Confidencial (Apenas para Cadastrados) at hr@Confidencial (Apenas para Cadastrados).co.

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