CONSULTOR CISSUPPORT FSR HIBRIDO BERRINI

Nível Acadêmico: Ensino Superior Completo Turno/Horas -- Áreas de Atuação Profissional: TI - Projetos Descrição: Standard ProfileCIS-Support Main Skill 4+ years of experience in frontline Technical Support in highly complex B2B SaaS environments Excellent verbal and written English communication (formally evaluated)able to accurately interpret complex inquiries and distill information into digestible customer-facing responses o For LAC roles, excellent verbal/written Portuguese communication Strong ability to prioritize and utilize critical thinking Hands-on experience troubleshooting/investigating AWS, APIs, reading and analyzing logs, monitoring/alerting, incident management, and reporting Programming Languages (Dotnet, or Ruby, or Go or others) Approaches complex tickets with curiosity, investigating across multiple features/functions of the platform using available tools to connect the dots independently Effectively sets expectations in tickets, managing pushback when needed Skillfully navigates and manages critical incidents with exceptional care, acting as a liaison between our customers and engineering Effectively manages collaboration with cross-functional teams when needed (example: TAM, CSM, Eng) Experience with the majority or all of the following (or comparable alternatives); o Signalfx/Datadog o Athena o Cloudwatch, S3, RDS o DynamoDB, SQL o Jenkins/Gitlab o Postman o Cyberduck/Filezilla o Jira o Salesforce Service Cloud or Zendesk o Teams/Slack Habilidades: Required QualificationsL2 Role: 3-5 years L2 support (Application, API support NOT Infrastructure) Main Activities and Responsibilities Own and manage inbound S1, S2 and L1 escalated S3 tickets within our Support queues, providing resolution on complex issues while delivering high customer satisfaction Effectively multitask and prioritize new and ongoing tickets to ensure timely resolution within SLAs, driving down time-to-resolution Meet all Support KPIs month-over-month Serve as a SessionM expert to our customers as you guide them through complex issues and critical incidents with high impact and urgency Take ownership of monitoring/alerting tasks to increase our ability to proactively notify and resolve issues for our customers Soft Skill (Personal characteristics)Language (English)- Able to easily understand customer inquiries without assistance; consistently interprets complex asks correctly (understands nuanced questions and the ask behind the ask); effectively communicates complex information in a digestible way (whether it originates from their own investigation or engineering); can craft customer-facing responses independently, regardless of whether or not a template exists; can adjust existing templates to fit varying situations as needed; able to demonstrate empathy in written language Objection Handling- Able to consistently manage pushback independently and train others to do the same Critical Thinking- Asks detailed clarifying questions that exemplify a deeper understanding of the product and customer; interprets the ask beneath the ask (the 'why') and next stepsFormação Acadêmica:Não informadoSalário:A combinarCargo:Consultor de vendasEmpresa:Decision groupAtua com consultoria de mão de obra de serviços de tecnologia.Ramo:Recursos Humanos/ Recrutamento e seleção (CK)