Customer Success Specialist (L1 Support) (Software)

TL;DR

Customer Success Specialist (L1 Support) (Software): Providing first-level technical support and troubleshooting for customers using visualization and manufacturing software with an accent on L1 issue resolution and customer communication. Focus on managing tickets via Zendesk, resolving hardware/network issues, and escalating complex technical problems.

Location: Hybrid in Caxias do Sul, Brazil

Company

Leading global provider of specialized visualization, sales, manufacturing, and content software for the retail, design, and manufacturing industries.

What you will do

• Provide comprehensive support via phone, chat, email, and remote access to customers.
• Deliver technical support related to hardware, IT, servers, and networks.
• Manage support task lists and document solutions within Zendesk to track history and statistics.
• Report product errors in English using internal tools.
• Participate in team meetings to share knowledge and report issues to the Team Leader.

Requirements

• Bachelor's degree (ongoing or complete) in IT, Design, Architecture, or related fields.
• Proven track record in a customer service role.
• Knowledge of remote support tools.
• English: Advanced (C1+) required.
• Location: Must be based in or able to work hybrid in Caxias do Sul, Brazil.
• Ability to work flexible hours.

Nice to have

• Experience with CRM or ticket systems, preferably Zendesk.

Culture & Benefits

• Medical and dental health plans (Unimed) and Life Insurance.
• Meal and restaurant allowances (Alelo Tudo).
• Home office allowance and funding for education platforms/training.
• Annual Profit Sharing Program.
• Wellness perks including Gympass and Zenklub.
• Maternity & Paternity extension leave and birthday DayOff.