Overview
Please don\u2019t apply if your English skills are not at a professional level (C1+)!
ScanAvenger was founded with the sole goal of giving a boost of productivity and efficiency to those on the front line of retail, manufacturing, logistics, transport, healthcare, and other sectors. We offer reliable, built-to-endure barcode scanners backed by one of the most responsive support teams in the industry. ScanAvenger has been growing at an astonishing rate of 100% YOY. We\u2019re looking for someone who wants to join a small, agile team and grow with the company. This is a hybrid role with primary responsibilities in Helpdesk support and additional involvement in global operations.
Working hours: PDT (Los Angeles Time), with one hour break. The monthly compensation for this role ranges from $1,500 to $1,800 USD, depending on qualifications and experience.
Responsibilities
Helpdesk Responsibilities (Primary)
* Provide timely and professional customer support via email, chat, and phone. You\u2019ll need to learn the product in and out.
* Learn the product in detail and assist with scanner setup, programming, and troubleshooting. No prior knowledge of barcode scanners is required.
* Escalate complex cases when needed while ensuring follow-up and resolution.
* Maintain accurate customer logs and records.
* Update and maintain the internal Knowledge Base content for recurring issues and fixes.
Operational Support (Secondary)
* Track global shipments and ensure timely delivery.
* Support e-commerce operations across our website and third-party marketplaces like Amazon and eBay.
* Help manage worldwide stock levels and coordinate with warehouses.
* Assist with new order placements and help prevent stockouts.
* Support product launch campaigns and ensure marketplace listings are accurate.
* Communicate with global suppliers and partners.
* Help with internal process documentation and task tracking.
Qualifications
* As close to perfect English skills (C1+ minimum) - both written and verbal.
* 3+ years of experience in a similar customer-facing or support role
* Professional email communication.
* Strong organizational and multitasking abilities
* Proven track record of ownership and task follow-through
* Resourcefulness and problem-solving mindset
* Intermediate Microsoft Office skills (especially Excel and Outlook)
* Bonus: Experience with Amazon Seller Central
* Bonus: Technical background or comfort with tech troubleshooting
* Ability to switch between customer support and internal ops tasks as needed
* Comfortable working independently and taking ownership of outcomes
Division
OPTIVIQ Inc. with roots in the Pulp & Paper Industry for nearly 40 years, holding the exclusive global license for the distribution and support of OptiVision, a leading software solution for managing complex manufacturing processes. Owned by Constellation Software Inc., a global leader in vertical market software, we offer a unique environment that combines the flexibility of a medium-sized company with the opportunities and resources of a 50,000+ employee organization.
The Position
We are seeking a highly skilled and motivated Customer & Application Support Specialist to join our team in Brazil. This is a full-time position that requires you to provide expert-level technical support and manage a variety of customer requests in a dynamic environment. You will be the go-to resource for our customers, providing assistance and ensuring high customer satisfaction through timely and effective problem resolution.
This role involves close collaboration with cross-functional teams, including Development, QA, IT, and DBA, to address technical issues and ensure a seamless experience for our clients.
Responsibilities (Technical)
* Assist customers with technical issues via email, ticketing systems, and live chat.
* Manage and resolve help desk tickets efficiently, adhering to SLAs and providing timely communication with users on ticket progress and resolutions
* Leverage product knowledge to troubleshoot, analyze, and resolve issues related to application functionality, performance, and availability.
* Participate in on-call rotations to provide after-hours support and ensure continuity in critical issue resolution.
* Troubleshoot software-related issues and provide effective solutions.
* Collaborate with Development, QA, IT, and DBA teams to address technical issues, escalating complex cases as needed for timely resolution.
* Analyze and troubleshoot technical issues, utilizing back-end databases, platform logs, and data mapping to identify solutions effectively.
* Deliver expert-level support for Tier 1 and Tier 2 tickets, providing a high level of customer satisfaction across all support levels
* Monitor system performance proactively, identifying potential issues before they affect the production environment.
Customer Interaction
* Respond to and document requests for technical assistance.
* Ensure customer issues are tracked, monitored, and resolved in a timely manner.
Product Knowledge
* Provide guidance on the company\'s software products.
* Suggest product upgrades when appropriate to enhance client experience.
* Develop self-help guides and FAQs for customers and team members to assist with common issues and reduce future support requests.
Internal Collaboration
* Work closely with other departments to ensure issues are well-documented and addressed.
* Document support processes and contribute to knowledge bases, ensuring consistent and high quality service standards.
* The role involves supporting software applications, resolving technical issues, and delivering excellent customer service in a professional and energetic environment.
* The successful candidate will be part of a collaborative team working directly with clients to ensure positive user experiences.
Skills and Qualifications
Required:
* Communication: Excellent verbal and written communication skills in English and Portuguese are mandatory. Spanish is a plus, but not required.
* Technical Support Experience: Ideally, at least 1-2 years in a technical support or helpdesk role.
* Problem Solving: Proven ability to remain calm under pressure and provide effective solutions.
* Multi-tasking: Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
* Technical Proficiency: Strong knowledge of website and CRM applications, and a good understanding of HTML and Microsoft Office tools.
* Organizational Skills: Capable of tracking tickets and managing support requests.
* Travel: Willingness to travel within Brazil and internationally, up to 35% of the time.
Desired:
* Educational Background: Minimum of 2 years of higher education, preferably in a technical field such as computer science or information technologies.
* Pulp & Paper Industry Knowledge: Experience in the Pulp & Paper industry, especially in supply chain fulfillment.
* Basic Accounting Knowledge: Basic understanding of accounting to assist with the software\'s financial functions.
Ideal Candidate Profile
The successful candidate will be enthusiastic, energetic, and possess a strong passion for learning. They will be a motivated team player who is driven to provide solutions and improve user satisfaction. The ideal candidate thrives in a fast-paced environment, is organized, and can juggle multiple tasks while maintaining high-quality service.
* Work Schedule: This is a full-time position.
* Weekend Availability: Must be willing to work on weekends when required.
* After-Hours Support: Willingness to provide support outside standard business hours as needed.
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