Job Overview
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This role involves ensuring the delivery of exceptional customer experiences through effective first-call resolution and adherence to quality standards. Additionally, it entails participating in business development initiatives, independently resolving tickets, and contributing to knowledge management.
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Key Responsibilities
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* To maintain high-quality service delivery while adhering to company policies and regulatory requirements.
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* To guarantee positive customer interactions and high CSAT scores by effectively managing first-call resolutions and minimizing rejected cases.
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* To collaborate with the team on the creation of proposals for service improvement plans that drive business growth.
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* To independently resolve customer tickets within agreed-upon timeframes and meet team volume targets.
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* To provide Level 3 support and incident management services during on-call shifts.
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* To engage in value-added activities such as updating knowledge bases, training new analysts, coaching existing staff, and participating in hiring processes.
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Required Skills and Qualifications
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* Experience in Apigee, application development, DevOps (SRE), platform engineering, and managed services.
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* Proficiency in GKE (GCP Cloud Expertise) and advanced proficiency in English and Portuguese languages.
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Preferred Skills
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* Proficiency in Python, Node.js, or Golang programming languages and experience with front-end frameworks like React, Angular, or Vue.js.
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* Familiarity with UX design tools like Figma.
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About This Role
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This position is ideal for individuals who can balance technical expertise with excellent communication skills to deliver seamless customer experiences.
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Candidate Requirements
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Applicants should possess a strong background in the required skills and qualifications, with a keen interest in delivering high-quality services and driving business growth.
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How to Apply
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Please submit your resume and cover letter to express your interest in this role.