SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support.
Local
São Paulo - SP
Remoto
Responsabilidades
- Deliver outstanding technical support via chats, emails and tickets
- Managing troubleshooting processes related to cloud-based and SaaS applications
- Triage and prioritize support tickets based on severity, impact and urgency
- Reproduce incidents in test or staging environments to identify root causes and support faster resolution
- Gather and document all relevant information needed to investigate and resolve customer issues
- Escalate unresolved or high-priority incidents to internal teams while ensuring SLA compliance
- Contribute to continuous improvement by documenting solutions, creating knowledge base articles and analysing customer feedback and complaints
- Keep up with evolving tools and technology
- Handle sensitive customer data with care and security
- Apply the latest and greatest customer happiness practices
- Maintain deep understanding of client solutions and meet KPI
- Communicate with other teams
Requisitos
- Excellent written and verbal communication skills in Native Portuguese and English (at least C1 for spoken and written)
- 2 to 3 years of Technical Support experience
- Experience supporting cloud-based platforms or SaaS applications in production environments
- Strong troubleshooting and analytical skills, including the ability to analyse application logs and investigate technical issues
Carga horária
Remoto
Sobre a empresa
SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support.
We operate globally, supporting clients in 60 languages across diverse industries.
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