Job Summary
We are seeking an experienced technical analyst to join our team in Brazil.
* This role will play a crucial part in driving customer satisfaction, retention, and long-term success.
The successful candidate will be responsible for:
* Troubleshooting complex customer requests and managing the global support queue and backlog.
* Delivering high-quality solutions to critical support issues, acting as a trusted technical advisor to customers.
* Combining technical expertise, analytical thinking, and customer-focused mindset to deliver specialized technical solutions to escalated support cases.
Key Responsibilities:
* Answering incoming telephone calls and opening cases in Salesforce, identifying customers, populating case details, and confirming data accuracy.
* Monitoring the Global Support queue and accepting Salesforce cases in priority sequence.
* Reviewing case priority and maintaining strict adherence to SLA requirements based on severity and impact.
* Troubleshooting customer-reported issues, identifying root causes, and providing timely solutions via case updates, calls, or screen-sharing sessions.
Technical Troubleshooting Responsibilities:
* Using Chrome Developer Tools (Inspector) to analyze web applications, review network requests, debug front-end issues, and identify JavaScript or API failures.
* Performing API testing and validation using tools such as Postman or cURL.
* Conducting IIS and SSL diagnostics to investigate and resolve issues on Windows Application Servers.
Requirements:
* Strong technical skills with ability to troubleshoot complex technical issues.
* Excellent communication and interpersonal skills with ability to work with cross-functional teams.
* Ability to work in a fast-paced environment with multiple priorities and deadlines.