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Title
Text copied to clipboard!Senior Support Representative
Description
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We are looking for a dedicated and experienced Senior Support Representative to join our team. This professional will be responsible for providing high-quality technical support and customer service, ensuring customer satisfaction and efficient problem resolution. The ideal candidate should possess advanced communication skills, the ability to solve complex problems, and experience in technical support environments. Additionally, they will collaborate with other teams to improve processes and offer innovative solutions that meet customer needs. This role requires proactivity, empathy, and a strong commitment to excellence in service.
Responsibilities
Text copied to clipboard!- Respond to and resolve customer requests and issues efficiently and courteously.
- Provide advanced technical support for company products and services.
- Document interactions and solutions in internal systems.
- Collaborate with development teams to report bugs and suggest improvements.
- Train and mentor junior support team members.
- Stay updated on company products, services, and policies.
- Ensure customer satisfaction through follow-ups and feedback.
- Manage complex cases and escalate when necessary.
- Participate in meetings to discuss support strategies and improvements.
- Contribute to the creation of support materials and FAQs.
Requirements
Text copied to clipboard!- Proven experience in customer or technical support, preferably at a senior level.
- Excellent verbal and written communication skills.
- Ability to solve complex problems efficiently.
- Advanced knowledge of company products and services.
- Ability to work under pressure and manage multiple tasks.
- Proactivity and initiative to improve processes.
- Knowledge of ticketing and CRM systems.
- Availability to work flexible hours if needed.
- Technical or higher education in a related field is desirable.
- Fluency in Portuguese and knowledge of English are a plus.
Potential interview questions
Text copied to clipboard!- Do you have previous experience as a senior support representative?
- How do you handle dissatisfied customers or conflict situations?
- Which technical support tools have you used?
- Describe a situation where you solved a complex problem for a customer.
- How do you stay updated on company products and services?
- Do you have experience training or mentoring colleagues?
- How do you prioritize multiple support requests?
- Are you available to work flexible hours?
- What is your experience with CRM and ticketing systems?
- How do you contribute to continuous improvement in customer service?
