SupportOps Engineer (Mid-level) at e-Core | Torre

SupportOps Engineer (Mid-level)

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Full-time

Legal agreement: Employment

Compensation
USD82k - 93k/year
Non-negotiable
location_on
Hybrid (Brazil)
Hybrid (Brasil)
Posted almost 6 years ago

Responsibilities


• Respond to customer queries in a timely and accurate way, via customer service portal, video-call or chat • Identify customer needs and help end-users with the product in the correct way • Create support cases articles to help to share the knowledge with the team, the customer and the end-users • Share feature requests and effective workarounds with team members • Inform customers about new features and functionalities • Follow up with customers to ensure their technical issues are solved • Gather customer feedback and share with the Product Owner and/or Technical teams • Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users) • Assist in training junior SupportOps Engineer