Level 1 Support Assistant
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Job Description
Assistente de Suporte N1 at Exact Sales delivering technical support remotely via various channels. Aiming to ensure client autonomy and satisfaction with the Exact Spotter software.
Responsibilities:
- Conduct investigative, simultaneous support interactions across multiple channels (chat, ticketing, and phone), maintaining responsiveness and a welcoming approach with our clients;
- Ensure the quality and accuracy of case records in support tools;
- Document and escalate complex issues to other support teams according to internal processes;
- Ensure the team meets its metrics, including high customer satisfaction scores and compliance with first-response and resolution SLAs.
Requirements:
- Experience in customer support, demonstrating a commitment to providing empathetic, high-quality service;
- High school diploma (completed);
- Comfortable with technology and proficient with Google tools (Google Workspace);
- Clear, organized, and instructional written and verbal communication;
- Organized, empathetic, resilient, and analytically minded;
- Ongoing or completed education in Technology-related fields;
- Experience with dynamic support channels such as chat or WhatsApp;
- Familiarity with support platforms (e.g., Service Cloud, Freshdesk, Zendesk, Intercom);
- Experience working in technology companies.
Benefits:
- 40 hours per week, CLT employment contract.
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