Vaga support enablement specialist PCD
- Tags:
- cyncly, vagas pessoas com deficiência, contrato CLT.
Detalhes da Vaga
Location: Hybrid for Caxias do Sul/Serra Gaúcha residents or 100% Remote Brazil
Compensation Currency: Brazilian Real (BRL)Contract: Permanent Full Time (CLT)
Work Hours: Monday to Thursday 07:00 - 12:00, 13:12 - 16:45, Friday - 07:00 - 12:00 13:12 - 16:00
PLEASE ATTACH YOUR CV IN ENGLISH VERSION.
About Us
Cyncly is a leading global provider of specialized visualization, sales, manufacturing and content software and solutions for the retail, design and manufacturing industries.
Cyncly was created to unite Compusoft, 2020 Technologies and their affiliate companies after their merger in 2021. The Company brings together more than 35 years of industry experience to provide a connected platform of configure, price, quote (CPQ) software, online space planning, computer-aided design (CAD) applications, business process management, manufacturing execution systems and enterprise resource planning (ERP). Cyncly serves more than 70,000 customers across 100 countries, with operations in North America, Europe, South America, Asia Pacific, and Africa.
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 position
The Support Enablement Specialist plays a crucial role in driving support documentation, delivering and improving written processes, and continuously offering support with new and updated documentation. This role focuses on enhancing internal support efficiency by ensuring that the internal teams are equipped with the necessary resources and knowledge to provide exceptional support services.
The Support Enablement Specialist ensures that internal teams have access to accurate and comprehensive documentation, enabling them to provide high-quality support services. This role is vital for maintaining consistency and improving the efficiency of support processes within the company.
Main Responsibilities:
- Creation and Maintenance of Support Documentation.
- Develop and update internal support documentation, ensuring accuracy and relevance.
- Create and maintain a comprehensive knowledge base of internal processes and procedures.
- Collaborate with various departments to gather information and document workflows.
Process Improvement:
- Evaluate current documentation and support processes to identify areas for improvement.
- Implement innovative approaches to enhance documentation usability, such as interactive content and video tutorials.
- Ensure documentation standards are maintained across the company for consistency.
Support and Training:
- Provide support to internal support teams with specialist knowledge on specific products and processes.
- Train and mentor new joiners and existing team members on documentation and support processes.
- Act as a point of contact for retrieval and clarification of specific documentation as required.
Collaboration and Communication
- Work closely with development, product management, and quality assurance teams to provide feedback and update documentation based on new releases and updates.
- Participate in team meetings and share knowledge and information with colleagues.
- Report product issues and feedback to relevant internal departments and ensure follow-up.
Technical Support
- Provide technical product support related to IT/Server/Network issues to internal teams.
- Manage complex tickets and issues in the CRM tool (e.g., Zendesk) and ensure proper documentation of solutions.
Required Qualifications and Experience:
Must Have:
- Excellent grasp of the English language with a high standard of written English.
- Experience with Microsoft Office tools including Word, Excel, and PowerPoint.
- Support or Product Documentation experience and experience with remote tools.
- CRM/ticket system tool experience (preferably Zendesk).
Required Skills and Competencies:
General Skills:
- Structured, organized, and detail-oriented.
- Fast understanding of business processes and IT affinity.
- Highly motivated, independent, and team-working individual.
Communication Skills:
- Excellent communication and interpersonal skills.
- Good listening skills and the ability to describe complex technical tasks in an easy-to-understand way.
- Experience in facilitating solutions between marketing and technical teams.
Technical Skills:
- Advanced computer knowledge/experience (Windows, MS Office, some hardware).
- Familiar with the creation of video tutorials and other modern communications.
Customer Service Skills:
- Clear and professional telephone manner.
- Customer service orientated; patient and resilient.
- Good problem-solving skills and a hard-working attitude.
Leadership and Training:
- Able to train and mentor team members.
- Able to set an example and exemplify company values.
What we offer:
- A role at the heart of our Support Centre of Excellence, with significant impact on our service quality and customer satisfaction.
- Opportunities for professional growth and development within a supportive and dynamic environment.
- A culture that values innovation, accountability, and collaboration.
- 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.
Working for us
We are a dynamic and innovative company that still holds onto our founding ethos of collaboration, openness, and commitment to excellence. We have big ambitions and are moving fast to reach them through our biggest asset - our people.
You can expect to work in a supportive and nurturing environment, with experts in their fields who strive for quality and excellence without compromising others. We also believe in a flexible and autonomous working environment, focused on the continual growth of our employees.
Our teams recognize that all people come with a wealth of experience and talent beyond just the technical requirements of the position. Diversity of experience and skills combined with passion is a key to innovation and brilliance, so we encourage candidates from all backgrounds to apply to our roles. Come and join an international and motivated team in a growing technology company.
PwDs are welcome at Cyncly!
Escolaridade Mínima
Graduação Cursando.
Idiomas
Inglês - Avançado;
Aceita trabalho a distância?
Sim. Para todo Brasil.
Local de trabalho
Todo Brasil.
Quantidade de Vagas
1 vaga para PCD.
Vigência da vaga
De: 21/08/2024 até: 20/09/2024
A empresa tem Acessibilidade para PCD?
Sim.
Deficiência
Não informado.
Importante
Candidato PCD, lembre-se de atualizar seu currículo com o número do CID e com um breve descritivo de sua deficiência para facilitar o recrutamento e seleção.