Customer Support Agent (Flooring)

TL;DR

Customer Support Agent (Flooring): Providing first-level technical support for software solutions in the flooring industry with an accent on basic troubleshooting and ticket management. Focus on resolving hardware, network, and software issues using Zendesk and ensuring high customer satisfaction.

Location: Must be based in Brazil (100% Remote or Hybrid for Serra Gaúcha Residents or Greater São Paulo area)

Company

End-to-end software solutions connecting designers, retailers, manufacturers, and contractors to transform how spaces are designed, sold, and managed.

What you will do

• Offer comprehensive technical support via phone, email, chat, and remote access.
• Troubleshoot hardware and IT/Server/Network related issues for customers.
• Manage support task lists and document solutions within Zendesk.
• Report product errors in English using internal tools.
• Participate in team meetings to share knowledge and report critical issues.
• Escalate complex technical problems to higher-level support tiers.

Requirements

• Must be based in Brazil.
• Ongoing or completed bachelor's degree in IT, Accounting, Mathematics, or related fields.
• Fluent English proficiency; CV must be submitted in English.
• Proven track record in a customer service role.
• Knowledge of accounting and experience with remote support tools.
• Experience with CRM or ticketing systems, preferably Zendesk.

Culture & Benefits

• National Medical and Dental Health Plans (Unimed).
• Annual Profit Sharing Program and education allowance.
• Meal/Restaurant allowance (Alelo Tudo) and home office allowance where applicable.
• Wellness perks including Gympass, Zenklub (health app), and Guapeco (pet plan).
• Life Insurance and extended maternity/paternity leave.
• Additional perks like birthday DayOff and agreements with pharmacies and theaters.