Vaga customer success specialist (l1 support) PCD

Compensation Currency: Brazilian Real (BRL)

Contract: Permanent Full-time (CLT) - 42h/week

Work Schedule: North American hours with occasional Saturday shifts required

PLEASE ATTACH YOUR CV IN ENGLISH VERSION.

About us 

Cyncly is a global technology powerhouse with 2,400+ employees and 70,000+ customers across 100+ countries. Cyncly transforms the way customizable products and spaces are imagined, designed, sold, managed and made. Our end-to-end software solutions connect professional designers, retailers and manufacturers to the worlds largest repository of product content. Today, our business spans across the Kitchen & Bath, Furniture, Window, Glass & Door, and Flooring industries with operations in North & South America, Europe, Asia Pacific and Africa.

Cyncly brings over 30 years of experience to deliver more value for our customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world-class support and sales with a local touch, providing the best possible customer experience. Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisitions, backed by leading growth private equity firms specialized in technology.

At Cyncly, we are committed to fostering an increasingly diverse and inclusive environment where all voices are valued and celebrated. We prioritize representation from minority groups. We recognize that our unique approach and success stem from the wealth of perspectives brought by our diverse teams. 

About the role 

As a Customer Success Specialist, you will serve as the primary contact for frontline support and key customers, ensuring exceptional service and support. You will be responsible for providing the best support and service to our customers, as well as helping the team agents where relevant. This includes training and mentoring the team and delivering feedback to connected internal departments such as development, product management or quality assurance.

Main responsibilities: 

• Offer comprehensive support via phone, email and remote access to frontline support and customers, including key customers and chains;
• Develop and maintain deep knowledge of one or more of our products, modules or areas, serving as the go-to expert for advanced issues;
• Provide technical support (hardware and IT/Server/Network related) to frontline support and customers;
• Work on the support task list in Zendesk, as well as manage and resolve complex tickets;
• Define, report and follow up on issues, and document solutions in Zendesk to keep track of history and statistics;
• Report news or issues in team meetings or to the Team Leader;
• Report product errors in internal tools in English;
• Participate in team meetings and share knowledge and information;
• Get involved in companywide or cross-country projects such as providing market feedback and participating in alpha testing, piloting, etc.

Required skills and competencies: 

• Polished and professional telephone etiquette;
• Excellent written and verbal communication abilities;
• Strong listening and interpersonal skills;
• Friendly and approachable demeanor;
• Customer-focused, with patience and resilience;
• Effective problem-solving skills;
• Dedicated and hardworking;
• Capable of setting an example and embodying our values;
• Ability to work independently and as part of a team, demonstrating strong teamwork qualities.

What we offer you at Cyncly: 

• National Medical Health Plan (Unimed);
• Dental Assistance (Unimed);
• Life Insurance;
• Meal/ Restaurant allowance (Alelo Tudo);
• Home office allowance (if applicable);
• Reimbursement of travel expenses and kilometers travelled (if applicable);
• Education Platforms and training funding;
• Gympass;
• Annual Profit Sharing Program;
• Education allowance;
• Maternity & Paternity extension;
• DayOff as a birthday gift;
• Agreement with pharmacies, restaurants and theaters.