(English C1) Customer Support Consultant, SaaS (remote)

Brazil·SalvadorRemoteContractmid

Other

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Key Responsibilities

Deliver outstanding customer support via emails and calls; Assisting customers with product-related questions, technical troubleshooting,

Technical Tools

Other

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→Deliver outstanding customer support via emails and calls;
→Assisting customers with product-related questions, technical troubleshooting, and solution-oriented support;
→Responding to customer email inquiries in accordance with established service level agreements;
→Manage open support cases, ensuring unresolved issues are actively tracked and updated;
→Escalate complex or high-priority issues to the appropriate team when needed;
→Proactively communicate status updates to customers and internal stakeholders, ensuring transparency and timely follow-through;

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Excellent English skills (C1 for both spoken and written);
At least 6 months of experience in a customer support role;
Previous experience in a customer support for a SaaS or cybersecurity company;
Computer science knowledge;
Experience performing effectively in a fast-paced, high-volume environment.
Strong troubleshooting and problem-solving skills;
A sense of urgency and the ability to manage tasks through to completion;
The ability to communicate clearly, professionally and empathetically with customers;
Strong stakeholder management skills, with the ability to work effectively across teams and customer groups;
A customer-focused mindset with a commitment to delivering a positive support experience;
Basic computer skills and ability to work with CRM systems and support tools;
Commitment to delivering high-quality customer service and meeting performance targets;
Personal laptop or computer (at least 8Gb of RAM) and a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload).

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Strong technical aptitude and the ability to quickly learn and adapt to new software and systems.
Experience using ticketing systems such as Zendesk or similar support platforms;