Technical Product Specialist - Portuguese

Atento • Miramar, FL

31d • Onsite

About The Position

As a Technical Product Specialist, you will use critical thinking and problem-solving skills to manage complex end-user support cases. With a thorough understanding of our product, the person in this role will have expert-level knowledge of complex workflows, integrations, automatons, issue resolution, APIs, reporting tools, and more.

Requirements

• Experience in technical support; B2B is preferable
• We are hiring bilingual Technical Product Specialists who are fluent in both Portuguese and English.
• Experience with inspecting and diagnosing web applications, mobile applications (HTML/CSS)
• 2-5 years of experience in technical support/operations experience
• High experience supporting customers via email, phone, and chat
• Commitment and strong drive to provide delightful customer experiences and the tenacity to drive issues to resolution.
• Basic code understanding
• Data entry experience is required
• Excellent interpersonal skills and multitasking abilities
• Superb written and verbal communication skills
• Positive attitude, empathy, and high energy
• Ability to take initiative and adapt

Nice To Haves

• Experience working with SaaS products, GraphQL APIs, Single Sign-on, and SAML is a plus

Responsibilities

• Perform in-depth troubleshooting and handle the most complex client inquiries via our main support channels. (Emails and chats)
• Manage and solve assigned cases by providing the best support solution given the client's needs.
• Investigate the root cause of issues by isolating the problem and searching application logs.
• Reference technical documentation and aid in building an internal knowledge base content where gaps may be present.
• Work closely with business and engineering teams to ensure transparent communication and efficient issue resolution.
• Develop regular reports to understand the health and quality of our platform.
• Drive overall Customer Satisfaction metrics, ensuring service quality through the case journey, providing regular updates across touchpoints.

Benefits

• A diverse, global organization full of intelligent, friendly people to bounce ideas off, learn from and grow with
• Endless career opportunities and clear paths for career development
• A competitive salary
• Inclusive perks and benefits
• Benefits package (Medical, Vision, Dental)
• Health insurance
• Paid time off

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees