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

Work Hours (Brazilian Time Zone): Availability to work from 10:00 to 19:34 or 12:26 to 22:00.

PLEASE ATTACH YOUR CV IN ENGLISH VERSION.

PwDs are welcome at Cyncly!

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 world's 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.

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 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, chat 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, Accounting, Mathematics or related fields;
• Proven track record in a customer service role;
• Accounting knowledge;
• Experience with remote support tools;
• Experience with CRM or ticket systems, preferably Zendesk;
• Fluent English;
• Able to work on Saturdays.

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);
• National Dental Assistance (Unimed);
• Maternity & Paternity extension leave;
• Life Insurance;
• Meal/ Restaurant allowance (Alelo Tudo);
• Transportation voucher or Home office allowance (if applicable);
• Education Platforms and training funding;
• Gympass, Zenklub (Health app) and Guapeco (Pet Plan);
• Annual Profit Sharing Program;
• Education allowance;
• 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.