Responsibilities:
- Maintain a deep technical understanding of our products and solutions;
- Provide consistent, high-quality help desk support to customers;
- Interact with clients via email, phone calls, or WhatsApp;
- Investigate the root cause of incidents by isolating issues and analyzing application logs;
- Create and update internal IT documentation;
- Work in close collaboration with engineering teams to ensure transparent communication and efficient issue resolution.
Requirements:
- Previous experience with Level 2 or Level 3 support (Tier 2 or Tier 3);
- Prior experience troubleshooting technical issues;
- Experience supporting Microsoft Dynamics or Salesforce;
- Ability to multitask, organize, and prioritize workload effectively;
- Advanced English proficiency;
- Spanish proficiency at least at a basic level;
- Availability to work in a hybrid model in São Paulo.
