Support Consultant for a major streaming platform, providing bilingual support and troubleshooting complex issues. Collaborating with teams to optimize customer experience in São Paulo, Brazil.
Responsibilities
Handle and resolve escalated cases, using technical and communication skills to diagnose and solve complex customer issues
Provide personalized, high-quality support across social media, chat, phone, and offline channels, with a focus on technical support, retention, and billing
Maintain compliance with established processes and quality standards, documenting all interactions and resolutions accurately
Collaborate with other teams, including Level 1 and Level 3, to ensure continuity and resolution of customer cases
Propose improvements and optimizations to support processes based on insights gathered during service
Demonstrate proactivity by staying up to date with the latest trends and innovations in technology and streaming, applying this knowledge to enhance customer support
Requirements
Be at least 18 years old
High school diploma or equivalent
Advanced/Fluent in English and Portuguese
Benefits
Health insurance
Dental insurance
Meal or food allowance (Meal Voucher)
Life insurance
Childcare assistance
Transportation voucher
Fuel allowance (only for departures from 11:40 PM onwards)
Up to 50% discounts at partner universities and companies
Profit sharing or results-based bonuses
Partnership agreements with affiliated companies
Discounts on products
Opportunities for career growth and professional development
Stimulating and collaborative work environment
Job title
Customer Support Consultant – English-Bilingual Streaming App
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