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)

Work hours: 42h/week (availability to work from 11 a.m. to 8:30 p.m. brazilian time) | Initially Monday-Friday, with possibility of rotation with Tuesday-Saturday shifts

PLEASE ATTACH YOUR CV IN ENGLISH

People with disabilities are welcome at Cyncly!

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, chat, 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

• Ongoing or complete bachelor's degree in IT or related fields;

• Proven track record in a customer service role;

• Solid experience in ERP Support;

• Knowledge of remote support tools;

• Experience with CRM or ticket systems, preferably Zendesk;

• Proficiency in Excel;

• Advanced English (C1+)

• Able to work flexible hours;

• Experience with SQL.

Nice to have:

• Accounting knowledge

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;

• Ability to work independently and as part of a team, demonstrating strong teamwork qualities.

What we can offer you at Cyncly

• National Medical Health Plan (Unimed);

• National Dental Assistance (Unimed);

• Maternity & Paternity extension leave;

• Life Insurance;

• Meal/ Restaurant allowance (Alelo Tudo);

• 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 we 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.

Originally posted on Himalayas