Customer Success Specialist (L1 Support)
Location: Brazil (100% Remote or Hybrid for Serra Gaúcha residents)
Compensation Currency: Brazilian Real (BRL)
Contract: Permanent Full Time (CLT)
Work hours: 42h/week (availability to work from 11 a.m. to 8:30 p.m. brazilian time) | Initially Monday-Friday, with possibility of rotation with Tuesday-Saturday shifts
PLEASE ATTACH YOUR CV IN ENGLISH
People with disabilities are welcome at Cyncly!
About the role
As a Customer Success Specialist (L1 Support), you will be the first point of contact for our customers, assisting with basic troubleshooting, handling inquiries, and providing solutions for common technical issues. You will follow established procedures to resolve problems and escalate more complex issues to higher-level support. Strong communication skills, problem solving abilities, and a customer-focused attitude are essential for success in this role.
Main responsibilities
- Offer comprehensive support via phone, chat, email and remote access to customers;
- Provide technical support (hardware and IT/Server/Network related) to customers;
- Work on the support task list in Zendesk;
- Define, report and follow up on issues, and document solutions in Zendesk to keep track of history and statistics;
- Report news or issues in team meetings or to the Team Leader;
- Report product errors in internal tools in English;
- Participate in team meetings and share knowledge and information.
Required qualifications
- Ongoing or complete bachelor's degree in IT or related fields;
- Proven track record in a customer service role;
- Solid experience in ERP Support;
- Knowledge of remote support tools;
- Experience with CRM or ticket systems, preferably Zendesk;
- Proficiency in Excel;
- Advanced English (C1+)