Customer Success Specialist (L1 Support)

Location: Brazil (100% Remote or Hybrid for Serra Gaúcha Residents)

Compensation Currency: Brazilian Real - BRL

Contract: Permanent Full-time (CLT) - 42h/week from Monday to Friday - Availability to start at 9 or 10 a.m. and finish at 7 of 8 p.m., with the variation due to daylight savings time.

PLEASE ATTACH YOUR CV IN ENGLISH VERSION

PwDs are welcome at Cyncly!

About us

Cyncly's end-to-end software solutions connect designers, retailers, manufacturers, contractors, and consumers to make spaces amazing. With the world's largest repository of product content, we equipe customers with the tools to transform vision into reality. From inspiration to installation, Cyncly transforms how spaces are imagined, designed, sold, managed, and made.

Cyncly's brands are Compusoft, 2020, 3CAD, Access IT (contract ERP), FeneTech, First Degree Systems, Focco, GO-2B, M3B, Promob, Soft Tech, RFMS and Virtual Worlds.

About the Role

As a Customer Success Specialist (L1 Support), you will be the first point of contact for our customers, assisting with basic troubleshooting, handling inquiries, and providing solutions for common technical issues. You will follow established procedures to resolve problems and escalate more complex issues to higher-level support. Strong communication skills, problem-solving abilities, and a customer-focused attitude are essential for success in this role.

Main responsibilities:

• Offer comprehensive support via phone, email and remote access to customers;
• Provide technical support (hardware and IT/Server/Network related) to customers;
• Work on the support task list in Zendesk;
• 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.

Required qualifications and experience:

• Ongoing or complete bachelor's degree in IT or related fields;
• Proven track record in a customer service role;
• Experience with remote support tools;
• Experience with CRM or ticket systems, preferably Zendesk;
• Fluent in English and Portuguese;
• Able to work flexible hours.

Bonus Qualifications:

• Experience with databases (Preferably with SQL).

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.