Customer Success Specialist (L1 Support) in BRAZIL

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

Compensation Currency: Brazillian 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 (Fixed):

• 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

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: 11:00 - 15:00 - 16:36 - 21:00 | Tue-Sat: 11:00 - 15:00 - 16:36 - 21:00 (Rotation)
• Tue-Sat: 09:00 - 13:00 - 14:36 - 19:00 (Fixed)

PLEASE ATTACH YOUR CV IN ENGLISH VERSION.

PwDs are welcome at Cyncly!

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 Role

As a Customer Success Specialist, you will serve as the primary contact for frontline support and key customers, ensuring exceptional service and support. You will be responsible for providing the best support and service to our customers, as well as helping the team agents where relevant. This includes training and mentoring the team and delivering feedback to connected internal departments such as development, product management or quality assurance.

Main responsibilities:

• Offer comprehensive support via phone, email and remote access to frontline support and customers, including key customers and chains;
• Develop and maintain deep knowledge of one or more of our products, modules or areas, serving as the go-to expert for advanced issues;
• Provide technical support (hardware and IT/Server/Network related) to frontline support and customers;
• Work on the support task list in Zendesk, as well as manage and resolve complex tickets;
• 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;
• Get involved in companywide or cross-country projects such as providing market feedback and participating in alpha testing, piloting, etc.

Required qualifications and experience:

• Solid experience or Bachelor’s in IT;
• Proven track record in a customer service role;
• Experience with remote support tools;
• Experience with CRM or ticket systems, preferably Zendesk;
• Advanced knowledge of computers, including Windows, MS Office and hardware;
• Fluent in English and Portuguese;
• Being able to work flexible hours.

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.

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.