Customer Support Agent - L1 (Software)

TL;DR

Customer Support Agent - L1 (Software): Providing first-level technical support for specialized visualization and manufacturing software with an accent on troubleshooting hardware, server, and network issues. Focus on resolving customer inquiries via Zendesk, documenting solutions, and escalating complex technical problems to higher-level support.

Location: Hybrid in São Paulo, Brazil

Company

hirify.global is a leading global provider of specialized visualization, sales, manufacturing, and content software for the retail, design, and manufacturing industries.

What you will do

• Offer comprehensive technical support to customers via phone, email, and remote access.
• Provide hardware, IT, server, and network-related technical assistance.
• Manage and resolve support tasks within Zendesk.
• Document solutions and report product errors in English using internal tools.
• Collaborate with the team and report issues to the Team Leader during meetings.

Requirements

• Ongoing or completed bachelor's degree in IT or related fields.
• Proven track record in a customer service role.
• Experience with remote support tools and CRM/ticketing systems (preferably Zendesk).
• Fluent English proficiency.
• Professional telephone etiquette and strong interpersonal communication skills.
• Must be based in São Paulo for hybrid work.

Culture & Benefits

• Comprehensive national medical and dental health plans.
• Meal and restaurant allowance (Alelo Tudo) and home office allowance.
• Annual Profit Sharing Program.
• Education platforms, training funding, and education allowance.
• Well-being perks including Gympass, Zenklub, and Guapeco (Pet Plan).
• Maternity and paternity extension leave and life insurance.