Product Support Specialist I

Location

São Paulo, Brazil (Hybrid or On-site, depending on business needs)

Why You Should Join Us?

Join a collaborative and customer-focused team dedicated to delivering exceptional product experiences. As a Product Support Specialist I, you’ll play a critical role in helping customers succeed by solving problems quickly and effectively. This is an excellent opportunity to grow your technical and customer support skills, build product expertise, and contribute to continuous improvement through knowledge sharing.

We’re committed to creating an inclusive environment where everyone can learn, grow, and make an impact.

What You’ll Do?

• Act as the first point of contact for customers and internal users via phone, chat, email, and support portal
• Diagnose and resolve common product issues using knowledge base articles, runbooks, and standard procedures
• Collect and document key information (e.g., issue details, environment, impact, steps to reproduce) to ensure accurate case management
• Log, categorize, prioritize, and manage tickets in ITSM/CRM systems (e.g., ServiceNow, Zendesk, Jira Service Management)
• Meet established service level agreements (SLAs) for response and resolution on low- to medium-complexity cases
• Escalate more complex or high-priority issues (P1/P2) following defined processes
• Guide customers through workarounds, product features, and self-service resources
• Contribute to improving internal knowledge bases by creating and updating articles
• Monitor ticket queues and ensure timely follow-up through to resolution
• Support customer satisfaction efforts by ensuring surveys are completed and feedback is captured

What You Bring

Must-Have Qualifications

• 0–2 years of experience in customer support, service desk, or product support
• Strong communication skills (written and verbal) with a customer-first mindset
• Ability to troubleshoot basic technical issues (e.g., web applications, client software)
• Familiarity with ticketing or helpdesk tools
• Strong attention to detail and ability to document information clearly
• Ability to manage multiple tasks and prioritize effectively

Nice-to-Have

• Experience supporting SaaS or software/hardware products
• Exposure to tools such as ServiceNow, Zendesk, or Jira Service Management
• Basic understanding of APIs, logs, or debugging processes
• Experience working with remote support tools

What You’ll Get?

• Competitive salary and performance-based incentives
• Opportunities for career growth into advanced support or technical roles
• Ongoing training and development (technical skills, product knowledge, customer experience)
• Flexible work arrangements (hybrid options where applicable)
• Paid time off and holiday schedule
• Inclusive, supportive team culture focused on learning and collaboration
• Exposure to industry-leading tools and technologies

How Success Is Measured

• First Response Time (FRT)
• First Contact Resolution (FCR) within L1 scope
• SLA adherence (response and resolution targets)
• Customer satisfaction (CSAT/NPS)
• Quality and completeness of ticket documentation
• Contributions to knowledge base and team learning

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