Associate / Mid Customer Engineer - Remote

Overview

An overview paragraph about the job

In Short

• Become an expert on Belvo’s Open Finance solutions portfolio, both from a technical and a product perspective
• Manage client questions regarding implementation, use of Belvo’s products, billing, etc. while seeking to improve the customer experience
• Quantify an issue’s scope and severity in order to solve or escalate to the correct internal area
• Implement changes to reduce ticket volumes and increase scalability and quality of our support
• Work as part of the Customer Engineering team throughout the client’s lifetime but collaborate closely with the Engineering team in day-to-day
• Author and maintain customer-facing knowledge base articles to help improve the self-serviceability for our clients
• Collaborate with technical writers to improve Belvo’s helpcenter, documentation and tutorials
• Collaborate with Belvo’s Product team to provide client feedback and assist in roadmap development

Requirements

• You have at least 1-2 years of experience in customer support of a technical product.
• You are organized and data-driven because what you can’t measure you cannot improve.
• Empathy is a core value for you. Understanding the what and why behind customer questions is more important than being right.
• Client-first attitude. You know customer support is a key function and very important to the success of any business.
• You are process-driven and understand the importance of processes in critical mission teams.
• You are adaptable and enjoy fast-paced environments, thriving when you have to multitask.
• Excellent communication skills, with a native level of Portuguese and a good level of English.
• Basic programming knowledge in any languages such as Python, Javascript, Java, PHP, Ruby or Go.

Benefits

• Stock options (we are all owners and this is very important to us)
• Annual company bonus linked to company performance
• Flexible working hours
• Remote friendly
• Pet friendly
• Access to mental health service
• Health Insurance
• Paid time off on your birthday
• Renew your laptop every 3 years
• Training Budget