Customer Support Specialist (L2 Support)

Location: Hybrid for Caxias do Sul/Serra Gaúcha Residents or 100% Remote for Brazil

Compensation Currency: Brazilian Real – BRL

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

Work Hours (Brazilian Time Zone):

Option 1 (Rotation):

• Mon-Fri: 09:00 - 13:00 - 14:10 - 18:34
• Mon-Fri: 11:38 - 15:00 - 16:10 - 20:00 | Sat: 09:00 - 15:00

Option 2 (Rotation):

• Mon-Fri: 09:00 - 13:00 - 14:36 - 19:00
• Tue-Sat: 09:00 - 13:00 - 14:36 - 19:00

Option 3 (Rotation):

• Mon-Thu: 04:30 - 08:30 - 09:40 - 14:30 | Fri: 04:30 - 08:30 - 09:40 - 13:50
• Tue-Fri: 05:05 - 09:30 - 10:40 - 15:00 | Sat: 06:00 - 09:30 - 10:30 - 14:00

Option 4:

• Mon-Fri: 04:30 - 08:30 - 09:40 - 12:40 | Sat: 05:00 - 09:00 - 10:00 - 13:00
• Mon-Fri: 08:50 - 12:00 - 13:10 - 17:00 | Sat: 05:00 - 09:00 - 10:00 - 13:00

PLEASE ATTACH YOUR CV IN ENGLISH VERSION.

PwDs are welcome at Cyncly!

About Us

Cyncly is creating a future where spaces for living are designed, built and sold to inspire, more sustainably and efficiently. The company is the leading global provider of specialized software that transforms how new and renovated homes and office spaces are inspired, designed, configured, sold and built. Professional designers, retailers, manufacturers and installers connect on our digital platform to build an amazing customer journey and to strengthen their businesses.

Cyncly is the product of the 2021 merger of Compusoft, 2020 Technologies and their affiliate companies. 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 role

The Customer Support Specialist is responsible for providing the best support and service to our customers and helping the team of agents. This includes being the first point of contact for our frontline support but also for larger and key customers. As part of the Customer Support Team, the Customer Support Specialist must have excellent communication skills and be a team player.

Main responsibilities:

• Provide telephone, email and remote support to frontline support and occasionally customers;
• Act as a go-to person with top level knowledge;
• Provide technical support (hardware, IT, network, server related) to frontline support and customers;
• Work on the support task list in Zendesk and take responsibility for demanding and complex tickets;
• Register, report and follow-up solutions in our ticket system to keep track of history and statistics;
• Report news or issues in team meetings to the Team Leader;
• Report product errors in internal tools;
• Train and mentor new joiners, trainees and Customer Support Agents;
• Get involved in companywide or cross-country projects such as feeding back market input, alpha testing/piloting, etc.

Required qualifications and experience:

• Bachelor’s degree in IT or solid experience in IT;
• Experience in customer service;
• Experience with remote tools;
• CRM/ticket system tool experience (preferably Zendesk);
• Advanced computer knowledge, including Windows, MS Office and hardware;
• Fluent English and Portuguese.

Required skills and competencies:

• Polished and professional telephone etiquette;
• Excellent written and verbal communication skills;
• Strong listening and interpersonal abilities;
• Friendly and approachable demeanor;
• Customer service oriented, with patience and resilience;
• Problem-solving skills;
• Ability to work independently and as part of a team, demonstrating strong teamwork qualities.

Desired:

• Accounting Knowledge.

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.

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!