Customer Support Specialist

Our customer support team excels in delivering top-notch service, blending strong communication skills with technical expertise. We're on the lookout for a curious team player who enjoys unravelling complex technical issues and adeptly bridges the gap between customers and our dynamic tech and product teams. The interaction with our customers will be handled in Portuguese and Spanish, while English is the primary language at TuoTempo: we are looking for someone who can effortlessly navigate those languages, without getting lost in translation 🙂

In this role, you will:

• Handle customer requests, questions, and incidents from our clients based LATAM (Brazil, Mexico, Chile, Colombia).
• Troubleshoot software issues for end-users as First Level of Support, managing the communication with the clients.
• Interact with customers to resolve tech-related questions and queries online through our ticketing tool.
• Escalate more complex issues as needed to higher-level support teams, such as BackEnd & FrontEnd developers and Integrations, and/or management.
• Help customers with product features and improve customer experience.
• Communicate any trends in customer communication or behaviour to other departments.
• Enrich the Support knowledge base with new client-orientated documentation.
• Be up to date about the product and procedure updates to ensure work fluency and efficiency.

Requirements

• 2+ years of experience in Customer Support, preferably in a Saas company
• Fluency in 3 languages: Portuguese (Advanced), Spanish (Advanced), English (Intermediate)
• Ability to multitask, prioritise, and manage time effectively.
• Propensity for problem-solving and solution-oriented approach.
• Ability to work independently, with an ambition to contribute to the project and improve existing processes.
• Excellent communication skills, speaking and writing, empathetic and eager desire to help others.
• Strong customer focus with the ability to translate technical concepts into easy-to-follow instructions.
• General knowledge of APIs, OpenSearch or similar search engines, and Salesforce or any ticketing tool is a plus