Technical Support Specialist - EdTech - Remote

Overview

The Technical Support Specialist will provide email support to end-users in the EdTech sector, assisting with various technical issues and contributing to ongoing projects.

In Short

• Provide email support to customers using Zendesk.
• Manage technical issues and collaborate with the internal technical team.
• Contribute to the customer knowledge base and internal documentation.
• Respond to customer inquiries with empathy and attentiveness.
• Master the product and stay updated on changes.
• Communicate customer insights effectively.
• Work on specialized projects including macro creation and community moderation.
• Ability to troubleshoot and resolve technical issues.
• Proactive attitude and flexibility in a remote work environment.
• 1+ years of experience in customer-facing technical support.

Requirements

• Excellent written and oral communication skills in Portuguese (BR).
• Ability to adapt communication to various audiences.
• Proficient in troubleshooting technical problems.
• Knowledgeable of service level expectations.
• Skilled at explaining complex technical issues clearly.
• Experience in customer service or technical support roles.
• Proactive and able to work independently.
• Strong attention to detail and organizational skills.
• Ability to manage multiple projects simultaneously.

Benefits

• Competitive base salary.
• Generous paid vacation.
• Attractive benefits package including medical, dental, and vision options.
• Access to fitness workouts from home.
• Paid Sabbatical Leave.
• Training opportunities and mentorship.
• 1-on-1 coaching sessions.
• Opportunities for cross-functional development.