Technical Support Representative (Trilingual: Portuguese, Spanish, English)

TL;DR

Technical Support Representative (Trilingual: Portuguese, Spanish, English): Provide first-line technical assistance for enterprise label management and SaaS solutions with an accent on troubleshooting software, printer drivers, and customer issues across languages. Focus on resolving complex technical problems, escalating when needed, and contributing to knowledge base and product improvements.

Location: Remote in Brazil for a US company. Shift hours: 11:00 AM - 7:30 PM BRT. Some infrequent on-call weekend work may be required.

Company

Global leader in real-time item-level visibility and label management solutions, powering complex supply chains with BarTender platform for labels, barcodes, RFID, and Mojix SaaS traceability.

What you will do

• Act as first point of contact for external customers via email, chat, and phone in Portuguese, Spanish, and English.
• Troubleshoot and resolve technical issues related to on-prem/SaaS solutions and printer drivers.
• Escalate complex issues to higher support tiers and research software questions from resellers/end users.
• Document support tickets, contribute to knowledge base, and suggest product improvements.
• Collaborate with Engineering, IT, QA, and Sales on special tasks like report writing and documentation.
• Deliver world-class customer experience.

Requirements

• 2+ years as technical support representative with excellent customer service and troubleshooting skills.
• Trilingual: strong written/verbal communication in English, Spanish, and Portuguese.
• Strong knowledge of Windows operating systems and technical aptitude to learn new software quickly.
• Problem-solving, active listening, and ability to collaborate/self-motivate.
• Ability to work as independent contractor in Brazil; provide work authorization and Police Clearance Certificate.
• Computer Science Degree, Technology Certification, or equivalent; CompTIA A+ preferred.

Culture & Benefits

• Dynamic, culturally diverse environment valuing energy, creativity, passion, and unique insights.
• Work with global, talented teams passionate about impact.
• Contract position: no benefits eligibility.