Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Support Specialist based in Brazil.

This role is focused on delivering high-quality technical and customer support to users of a digital SaaS platform. You will be responsible for ensuring that customer inquiries are handled efficiently, accurately, and with a strong focus on user experience. Working in a fully remote and fast-paced environment, you will manage support tickets, troubleshoot technical issues, and collaborate with internal teams to ensure timely resolution. The position plays a key role in maintaining customer satisfaction and platform reliability. You will also contribute to continuous improvement of support processes and internal documentation. This is an excellent opportunity for a detail-oriented professional who enjoys problem-solving and working directly with users in a tech-driven environment.

• Provide timely and effective support to customers by handling inquiries and resolving platform-related issues.
• Create, manage, and track support tickets, ensuring proper follow-up and resolution within defined SLAs.
• Troubleshoot technical problems and escalate complex cases to internal technical teams when necessary.
• Maintain clear, professional, and consistent communication with customers throughout the support process.
• Document recurring issues and contribute to improving internal knowledge bases and support workflows.
• Collaborate with cross-functional teams to ensure seamless customer experience and service quality.
• Identify opportunities to improve processes, reduce recurring issues, and enhance overall support efficiency.

Requirements:

• Previous experience in customer support, technical support, or similar client-facing roles.
• Strong communication skills in English, both written and verbal.
• Ability to troubleshoot issues and apply structured problem-solving approaches.
• Experience working with ticketing systems or customer support platforms is a plus.
• Strong organizational skills with the ability to manage multiple requests simultaneously.
• Attention to detail and ability to work independently in a remote environment.
• Familiarity with SaaS or technology platforms is considered an advantage.
• Customer-oriented mindset with a proactive and empathetic approach.

Benefits:

• 100% remote work model
• Permanent full-time employment contract
• Paid time off aligned with company policy and Brazilian national holidays
• Remote insurance coverage
• Company-provided equipment
• Training and professional development opportunities
• Exposure to a global SaaS environment and international customers
• Collaborative and supportive remote work culture.