Customer Support Specialist

Job not on LinkedIn

🔥 0 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 10%

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EnterpriseAlumni

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

EnterpriseAlumni is a leading alumni engagement platform designed to unlock the value of alumni networks for businesses. The platform helps organizations engage with former employees to drive sales, improve recruitment processes, and enhance brand advocacy. By providing tools for communication, insights, and integration with existing systems, EnterpriseAlumni facilitates seamless connection and community building with alumni, transforming them into valuable resources for business growth.

📋 Description

• Establish strong relationships with key customer stakeholders and maintain consistent communication to drive high customer satisfaction • Monitor and action or assign customer-facing service desk tickets within SLAs • Reply to customers and escalate issues to development teams • Handle first-level customer contacts, inquiries and complaints regarding products, services and technical issues • Collaborate across the global Customer Support team and ensure smooth ticket handoffs between time zones • Partner with Sales and Customer Success to identify commercial opportunities within active accounts and align customer goals with product deliverables • Resolve problems, explain products and services, train users, configure software and troubleshoot • Maintain accurate support information and contribute to reporting efforts • Maintain expert knowledge of the evolving software solution, products, services, systems and strategy • Communicate with technical and non-technical stakeholders across Product, Development, Sales and Customer Operations • Monitor, respond to and escalate incidents within Stage and Production environments and the software stack • Identify recurring issues and trends and feed them back to Product and Engineering

🎯 Requirements

• 2–3 years' experience in a customer-facing Technical Support, Service Desk or Delivery Manager role, ideally in enterprise SaaS • Experience supporting international B2B customers at all levels, from end users to senior stakeholders • Fluent written and spoken English • Working knowledge of third-party SaaS stack applications • Strong organizational, prioritization and time management skills, with the judgement to manage competing urgent issues • Clear, confident communication, including the ability to explain technical concepts to non-technical audiences • Ability to coordinate across teams and influence without direct authority • A consistently high standard of service, delivered in line with EnterpriseAlumni's processes and guidelines • Hands-on experience with support and productivity tools such as Jira, Zendesk and AI assistants (e.g. Claude) • Desirable: experience running customer training, project management (agile and/or waterfall), or supporting customers in regulated industries • CV and brief cover letter must be submitted in English

🏖️ Benefits

• Remote work arrangement • Work-life balance • Collaboration and respect • Equal opportunity and inclusive work environment • Direct applicant consideration (agencies and third-party recruiters not accepted)

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