Job description:

We are specifically looking for bilingual candidates fluent in both English and Portuguese. This role requires strong written and verbal communication skills in both languages to effectively support our diverse customer base. Our clients love our product; it’s very popular and incredibly unique (and fun) to provide support in an environment where most interactions are very positive. This is a full-time position.

As a Technical Product Specialist, you will use critical thinking and problem-solving skills to manage complex end-user support cases. With a thorough understanding of our product, the person in this role will have expert-level knowledge of complex workflows, integrations, automatons, issue resolution, APIs, reporting tools, and more.

About The Role

· Perform in-depth troubleshooting and handle the most complex client inquiries via our main support channels. (Emails and chats)

· Manage and solve assigned cases by providing the best support solution given the client's needs.

· Investigate the root cause of issues by isolating the problem and searching application logs.

· Reference technical documentation and aid in building an internal knowledge base content where gaps may be present.

· Work closely with business and engineering teams to ensure transparent communication and efficient issue resolution.

· Develop regular reports to understand the health and quality of our platform.

· Drive overall Customer Satisfaction metrics, ensuring service quality through the case journey, providing regular updates across touchpoints.

Your Experience & Skills

· Experience in technical support; B2B is preferable

· We are hiring bilingual Technical Product Specialists who are fluent in both Portuguese and English.

· Experience with inspecting and diagnosing web applications, mobile applications (HTML/CSS)

· 2-5 years of experience in technical support/operations experience

· High experience supporting customers via email, phone, and chat

· Commitment and strong drive to provide delightful customer experiences and the tenacity to drive issues to resolution.

· Basic code understanding

· Data entry experience is required

· Excellent interpersonal skills and multitasking abilities

· Superb written and verbal communication skills

· Positive attitude, empathy, and high energy

· Ability to take initiative and adapt

Bonus skills:

· Experience working with SaaS products, GraphQL APIs, Single Sign-on, and SAML is a plus

What’s in it for you?

· A diverse, global organization full of intelligent, friendly people to bounce ideas off, learn from and grow with

· Endless career opportunities and clear paths for career development

· A competitive salary

· Inclusive perks and benefits

· Benefits package (Medical, Vision, Dental)

Call us Home:

If you find yourself smiling right now and this feels like the perfect next step in your career, we want to hear from you! Apply today and find out why 150,000+ people around the globe choose to call Atento home.

Atento is an award-winning global CX solutions company that creates amazing experiences for the world’s best brands and their customers. We’re an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Job Type: Full-time

Benefits:

• Health insurance
• Paid time off

Work Location: In person