Support Specialist

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.