Customer Support Specialist - Brazil
About The Position
EnterpriseAlumni is a global provider of Alumni Management software. The Customer Support Specialist owns the day-to-day support experience for enterprise customers and serves as their first point of contact for product, technical, and service questions. The role is accountable for resolving issues promptly and clearly, meeting client expectations, and keeping customers informed throughout the resolution process. The specialist triages and manages tickets within SLA, coordinates with Engineering, Product, and Customer Success, and monitors the support queue for recurring issues and trends to share with Product and Engineering. Working with a global Customer Support team across time zones, the role calls for strong product knowledge and clear communication with technical and non-technical stakeholders. The position is remote and based in Brazil.
Requirements
- 2–3 years of experience in a customer-facing Technical Support, Service Desk, or Delivery Manager role; ideally in enterprise SaaS.
- Experience supporting international B2B customers at all levels, from end users to senior stakeholders.
- Fluent written and spoken English.
- Working knowledge of third-party SaaS stack applications.
- Strong organizational, prioritization, and time-management skills, with judgment to manage competing urgent issues.
- Clear, confident communication, including the ability to explain technical concepts to non-technical audiences.
- Ability to communicate with customers daily by email, phone, or video call.
- Ability to coordinate across teams and influence without direct authority.
- Consistently high service standards in line with EnterpriseAlumni processes and guidelines.
- Hands-on experience with support and productivity tools such as Jira, Zendesk, and AI assistants such as Claude.
Nice To Haves
- Experience running customer training.
- Project management experience using agile and/or waterfall methods.
- Experience supporting customers in regulated industries.
Responsibilities
- Build relationships with key customer stakeholders and maintain consistent communication to support customer satisfaction.
- Monitor, action, and assign customer-facing service desk tickets within SLAs; respond to customers and escalate issues to development teams when needed.
- Handle first-level customer contacts, inquiries, and complaints about products, services, and technical issues.
- Coordinate with the global Customer Support team and ensure smooth handoffs of relevant tickets across time zones.
- Partner with Sales and Customer Success to identify commercial opportunities in active accounts and align customer goals and strategy with product deliverables.
- Support customers and internal teams by resolving problems, explaining products and services, training users, configuring software, and troubleshooting.
- Keep support reporting information up to date and communicate transparently.
- Maintain product expertise and stay informed about products, services, systems, and company strategy.
- Communicate effectively with technical and non-technical colleagues in Product, Development, Sales, and Customer Operations.
- Monitor, respond to, and escalate incidents in Stage and Production environments and the software stack.
- Review the support queue for recurring issues and trends and relay relevant feedback to Product and Engineering.
- Keep customers informed at every stage of issue resolution.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
