About the role
Ciklum is looking for a Support Engineer to join our team in Brazil.
We are a custom product engineering company that supports both multinational organizations and scaling startups to solve their most complex business challenges. With a global team of over 4,000 highly skilled developers, consultants, analysts and product owners, we engineer technology that redefines industries and shapes the way people live.
About the role:
As a Support Engineer, become a part of a cross-functional development team engineering experiences of tomorrow.
Are you looking to advance a career in customer service, and support? Do you have a knack for helping people and an eagerness to problem-solve? Want to be a member of a high-performing customer support center environment? Good news! Our client is looking for a Technical Support Specialist to join their team. Reporting directly to the Technical Support Manager, the Technical Support Specialist will perform first level technical support services for all technology-based commercial services (customer facing solutions). This role will be responding directly to customers' support queries. The Technical Support Specialist will follow a standardized approach to understand the needs of the customer and recommend the proper utilization of the best solution or capability based on those needs. In handling of reported incidents, thorough symptom assessment will be employed to establish the root cause. Using a step-by-step process, this role will guide the customer through problem resolution and/or functional training as appropriate.
Responsibilities:
Ensuring service is provided in accordance with our client's Service Desk Operating Procedures and adheres to defined Service Level Agreements
Actively seeking to understand the customer’s needs and/or the root cause of the current inbound request
Acting as a customer advocate and seeking to take ownership of customer inbound requests through resolution
Managing inbound requests from customers
Resolving assigned customer inbound requests within established service levels and balancing workload
Monitoring, balancing, and helping to resolve functional escalations from agents in partner locations
Actively participating in the Customer Community of our client
Continuously striving to become a subject matter expert in all customer facing applications and internal service desk tools and technologies
Following established protocols to escalate appropriate requests to more advanced functions within the service model
Providing after-hours support for priority incidents as needed
Requirements:
Two-year degree in a technical curriculum preferred
1+ years of experience with technical support or equivalent is required
1+ years of experience in a call center environment or equivalent is required
Desirable:
Excellent analytical and interpersonal skills
Exceptional oral and written communication skills
Solid teamwork qualities and ability to work effectively in a matrix environment
Excellent technology problem-solving skills
Experience in any of the following a plus:
XML and Web Services solutions
Database, SQL, JavaScript and HTML/CSS
Working knowledge of AS2
What’s in it for you?
Care: your mental and physical health is our priority. We ensure comprehensive company-paid medical insurance and mental health programs, 5 undocumented sick-leave days per year
Tailored education path: boost your skills and knowledge with our regular internal events (meetups, conferences, workshops), Udemy license, language courses and company-paid certifications
Growth environment: share your experience and level up your expertise with a community of skilled professionals, locally and globally
Long-term employment with 20 working-days paid vacation and local bank holidays
Flexibility: 100% remote work mode
Opportunities: we value our specialists and always find the best options for them. Our Internal Mobility Program helps change a project if needed to help you grow, excel professionally and fulfill your potential
Global impact: work on large-scale projects that redefine industries with international and fast-growing clients
Welcoming environment: feel empowered with a friendly team, open-door policy, informal atmosphere within the company and regular team-building events
About us:
At Ciklum, we are always exploring innovations, empowering each other to achieve more, and engineering solutions that matter. With us, you’ll work with cutting-edge technologies, contribute to impactful projects, and be part of a One Team culture that values collaboration and progress.
As we expand into Latin America, every Ciklumer is helping to shape our story. Collaborate with seasoned experts and make a global impact backed by two decades of industry leadership.
Explore, empower, engineer with Ciklum!
Interested already? We would love to get to know you! Submit your application. We can’t wait to see you at Ciklum.
Originally posted on Himalayas
