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Customer Success Specialist

Cyncly

Cyncly

Customer Service, Sales & Business Development
Brazil
Posted on Saturday, June 29, 2024

Location: Brazil (100% Remote or Hybrid for Serra Gaúcha residents)

Compensation Currency: Brazilian Real (BRL)

Contract: Permanent Full Time (CLT) - 42h/week

PLEASE ATTACH YOUR CV IN ENGLISH VERSION.

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 in a global team, English will be part of your day-to-day and you will be responsible for managing the initial problem-solving contact with clients when assistance is requested. The primary role of the Customer Success Specialist is to supply clients with prompt, accurate responses and an excellent customer service experience when contacting Customer Support.

Essential Functions:

  • Receive and respond to client interaction via phone, email, chat and through Zendesk tickets;
  • Analyze client issues and concerns using questions and other diagnostic means in order to provide a workable solution to the issue;
  • Maintain working knowledge of all changes to the software, add-on modules, Measure, mobile apps, and all systems operation and setup procedures;
  • Maintain working knowledge of basic computer skills for troubleshooting basic technical questions;
  • Maintain working knowledge of basic SQL functions for testing clients’ data;
  • Collaborate with Director to establish and achieve goals for ticket close volume based on product knowledge and skills of individual Software Support Analyst;
  • Openly communicate with Director regarding needs for additional training on products, processes and procedures;
  • Maintain records of calls, correspondence etc. received and responded to using the automated call tracking system (Zendesk);
  • Author clear, grammatically correct and relevant support articles for inclusion in system knowledgebase;
  • Stay up to date on all published department policies such as, but not limited to, Security Protocol and Work from Home;
  • Maintain confidentiality of all client data that is viewed or provided to SSA. This information is not to be distributed, discussed or shared with any non-RFMS employee.

Competencies:

  • Client Focused;
  • Computer and Technical Literacy;
  • Communication Proficiency, both Oral and Written;
  • Time Management;
  • Problem Solving/Analysis;
  • Team Player;
  • Desire to Learn;
  • Tactful.

Requirements:

  • BA Degree in Business or IT related field preferred;
  • Solid experience in a customer/software support role;
  • Experienced utilizing a ticketing system such as Zendesk ;
  • RFMS Core software experience or flooring industry experience preferred;
  • Strong written and verbal communication skills in the English language;
  • Availability to work between 11:36 - 21:00 or 10:36 - 20:00 (Brazilian Time Zone), with a one-hour break interval.

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;
  • 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 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.

PwDs are welcome at Cyncly!