Technical Support Specialist – Brazil
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Job Description
Technical Support Specialist for 360dialog, assisting clients with WhatsApp Business API issues and collaborating with support teams. Join a remote company shaping the Business Messaging industry.
Responsibilities:
- Provide customer support across multiple channels, including tickets, chat, email, and online meetings.
- Collaborate with L2 support teams to identify and implement effective solutions.
- Troubleshoot WhatsApp API-related issues and resolve technical problems.
- Guide partners and clients in navigating the WhatsApp Business ecosystem.
- Communicate with WhatsApp / Meta representatives.
- Work closely with LATAM onboarding and commercial teams.
Requirements:
- 3-4 years in support / technical support roles.
- Comp Sci, Science, Technology or related degree
- Interested in moving into a more challenging support position.
- Proven experience with web dev technologies (HTML, JavaScript, CSS, APIs).
- Hands-on experience with REST APIs & Webhooks.
- Solid understanding of tech fundamentals and helpdesk software.
- Language skills: English (C1+ ) and 1 other language.
- Customer-focused, with the ability to empathise with customers.
- Strong troubleshooting and problem-solving capabilities, with a structured and analytical approach.
- Excellent communication skills, including active listening, clear questioning, and the ability to understand context.
- Proven ability to manage multiple priorities effectively in fast-paced environments, maintaining accuracy and attention to detail.
- Experience with WhatsApp Business API or Meta Graph API (Bonus Skill)
- Programming skills (SQL, JavaScript, Python, React) (Bonus Skill)
- Familiarity with logging and monitoring tools (eg: Grafana or similar) (Bonus Skill)
- People management experience (Bonus Skill)
- Additional language proficiency (Bonus Skill)
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