SO
Technical Support Analyst providing first - level support to clients using various applications. Involves troubleshooting, issue escalation, and ensuring customer satisfaction in São Paulo.
About the role
- Promptly addressing customers' inquiries, problem reports, and requests; conducting comprehensive and efficient root cause analyses leading to problem resolution.
- Collaborating with the Support team to diagnose, troubleshoot, and rectify customer issues.
- We offer guidance and help with environment configuration, product setup, upgrade paths, and available information resources (including documentation and knowledge base content creation).
- Cooperating with configuration engineers and engineering teams to address technical issues reported.
- Directing customers' IT resources to resolve support cases efficiently and effectively, preventing escalation or aggravation of existing problems.
- Routinely reporting statuses to customers upon request, including scheduled status calls; apprising management of critical issues, urgent client requests, and escalations.
- In addition to other duties as assigned.
Requirements
- 2-4 years of experience in support.
- Demonstrated ability to deliver exceptional customer service, consistently exceeding customer expectations by understanding their business needs and providing tailored solutions.
- Expertise in maintaining high-quality communication, ensuring customer inquiries are handled promptly and effectively. Skilled at conveying complex technical information to a non-technical audience.
- Ability to maintain composure and customer focus while troubleshooting and solving technical issues, fostering a positive support experience even during challenging interactions.
- Proven track record in improving customer satisfaction and loyalty by utilizing proactive support methods, including regular check-ins and feedback collection.
- Experience in developing and enhancing technical documentation, user guides, FAQs, and knowledge base articles to empower customers to resolve their own queries.
- Comfortable in using customer relationship management (CRM) tools such as Salesforce, as well as project management tools such as JIRA, Teams, and Slack for efficient workflow management.
- Adept at fostering strong relationships with internal teams, such as configuration engineers and engineering teams, to ensure a comprehensive solution is provided to the customers.
- Proven ability to handle high-pressure situations professionally, managing multiple issues and projects without compromising on quality.
- Skilled at identifying and reporting product improvement opportunities based on customer feedback and personal experience.
- Strong commitment to continuous learning and improvement, staying updated with new product features, industry trends, and best practices for customer support.
- Openness to learn about the pricing domain and comprehend our customers' business requirements.
- Familiarity with XML/XSD/XSL.
- Knowledge of SQL databases.
- Familiarity with MSSQL.
- Preferred knowledge of the Windows server (and IIS) and client platform (browser security concepts and technologies, Microsoft Excel formulas, web queries, pivot tables).
Benefits
- Professional growth and Development opportunities.
- Working within a team of friendly, skilled people where help is always within reach
- Flexible working hours
- 4 recharge days, where the entire company goes on a brief pause in all geographies for 1 day each quarter. This day can be spent in whatever way helps you recharge, to regain energy, and dive back into the next workday
- High-end laptop (Dell or Mac)
- Competitive pay and bonus
- 18 vacation days in a year in addition to 15 days Sick Leave/ Casual leave per calendar year.
- 16 hours of paid volunteer time off per year
- 26 weeks of paid maternity leave and one week of paid paternity leave.
- Health Insurance of up to 7 lacs for self, spouse, 4 dependent children, and parents. 100% of the premium is paid by Vendavo and it covers the employee, spouse, children, and their parents.
- Group Term Insurance coverage up to three times of their Annual CTC . Dependents are not covered.
- Group Personal Accident coverage up to three times of Annual CTC. Dependents are not covered.
- Provident fund contributions
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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