Descrição de Vaga
| Código: | 14175 |
| Título da vaga: | Consultor CIS-Support - FSR - 4470 - Hibrido Berrini |
| Local: | São Paulo, SP |
| Nível Profissional: | Analista |
| Nível Acadêmico: | Ensino Superior Completo |
| Áreas de Atuação Profissional: | TI - Projetos |
| Descrição: | Standard Profile CIS-Support Main Skill • 4+ years of experience in frontline Technical Support in highly complex B2B SaaS environments • Excellent verbal and written English communication (formally evaluated)—able to accurately interpret complex inquiries and distill information into digestible customer-facing responses o For LAC roles, excellent verbal/written Portuguese communication • Strong ability to prioritize and utilize critical thinking • Hands-on experience troubleshooting/investigating AWS, APIs, reading and analyzing logs, monitoring/alerting, incident management, and reporting • Programming Languages (Dotnet, or Ruby, or Go or others) • Approaches complex tickets with curiosity, investigating across multiple features/functions of the platform using available tools to “connect the dots” independently • Effectively sets expectations in tickets, managing pushback when needed • Skillfully navigates and manages critical incidents with exceptional care, acting as a liaison between our customers and engineering • Effectively manages collaboration with cross-functional teams when needed (example: TAM, CSM, Eng) • Experience with the majority or all of the following (or comparable alternatives); o Signalfx/Datadog o Athena o Cloudwatch, S3, RDS o DynamoDB, SQL o Jenkins/Gitlab o Postman o Cyberduck/Filezilla o Jira o Salesforce Service Cloud or Zendesk o Teams/Slack |
| Habilidades: | Required Qualifications L2 Role: 3-5 years L2 support (Application, API support NOT Infrastructure) Main Activities and Responsibilities • Own and manage inbound S1, S2 and L1 escalated S3 tickets within our Support queues, providing resolution on complex issues while delivering high customer satisfaction • Effectively multitask and prioritize new and ongoing tickets to ensure timely resolution within SLAs, driving down time-to-resolution • Meet all Support KPIs month-over-month • Serve as a SessionM expert to our customers as you guide them through complex issues and critical incidents with high impact and urgency • Take ownership of monitoring/alerting tasks to increase our ability to proactively notify and resolve issues for our customers Soft Skill (Personal characteristics) Language (English)- Able to easily understand customer inquiries without assistance; consistently interprets complex asks correctly (understands nuanced questions and the ask behind the ask); effectively communicates complex information in a digestible way (whether it originates from their own investigation or engineering); can craft customer-facing responses independently, regardless of whether or not a template exists; can adjust existing templates to fit varying situations as needed; able to demonstrate empathy in written language Objection Handling- Able to consistently manage pushback independently and train others to do the same Critical Thinking- Asks detailed clarifying questions that exemplify a deeper understanding of the product and customer; interprets the ask beneath the ask (the "why") and next steps |