Customer Support Agent - Flooring

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Agent - Flooring based in Brazil.

This role is an opportunity to become a trusted first point of contact for customers using specialized flooring and space-design software solutions. You will provide responsive technical and customer support across phone, email, chat, and remote-access channels. The position combines troubleshooting, customer service, IT support, and structured case management in a fast-paced environment. You will investigate issues, document solutions, and ensure customers receive clear and effective assistance. Working closely with teammates and higher-level support, you will help identify recurring problems and contribute to continuous product improvement. The role is well suited to a customer-focused professional who enjoys solving problems, learning technology, and making a direct impact on the customer experience.

Accountabilities:: Provide comprehensive first-level customer support through phone, email, chat, and remote-access tools, ensuring a professional and helpful experience throughout each interaction.

Troubleshoot basic technical issues involving hardware, IT systems, servers, networks, and software applications, following established support procedures.

Manage assigned support requests through Zendesk, prioritizing tasks appropriately and working toward timely and effective resolutions.

Investigate, define, report, and follow up on customer issues while maintaining accurate case histories, statistics, and solution documentation.

Escalate complex or unresolved technical issues to the appropriate higher-level support teams with clear and complete information.

Document product errors and technical issues in internal systems in English to support investigation, tracking, and product improvement.

Communicate relevant customer issues, product updates, and recurring challenges during team meetings and to team leadership.

Participate actively in team meetings, knowledge-sharing activities, and collaborative problem-solving initiatives.

Maintain a customer-focused approach by listening carefully, explaining technical solutions clearly, and helping customers navigate issues with patience and professionalism.

Requirements:

Ongoing or completed bachelor's degree in IT, Accounting, Mathematics, or a related field is preferred.

Previous professional experience in a customer service or customer support role.

Knowledge of accounting principles or processes.

Experience using remote support tools to diagnose or resolve customer issues.

Experience with CRM platforms or ticketing systems; familiarity with Zendesk is an advantage.

Fluent English, with strong written and spoken communication skills.

Excellent telephone etiquette and the ability to communicate professionally across different customer interactions.

Strong listening, interpersonal, and problem-solving abilities, with a patient, resilient, and customer-oriented approach.

Friendly and approachable communication style, combined with the ability to handle challenging customer situations professionally.

Strong organizational skills and attention to detail when documenting cases and following established procedures.

Ability to work independently, prioritize responsibilities, and remain effective in a fast-paced support environment.

Strong teamwork skills and a willingness to share knowledge, support colleagues, and contribute positively to team objectives.

Willingness to work the specified schedule, including Saturday rotations.

Benefits:

Permanent full-time employment (CLT) with a 42-hour work week.

National medical health plan through Unimed.

National dental assistance through Unimed.

Extended maternity and paternity leave .

Life insurance .

Meal/restaurant allowance through Alelo Tudo.

Home-office allowance , where applicable.

Education platforms and training funding to support professional development.

Education allowance .

Access to Gympass , Zenklub health services , and a pet-care plan .

Annual profit-sharing program .

Birthday day off as an additional benefit.

Discounts and partnerships with pharmacies, restaurants, and theaters .

Opportunity to work in a collaborative and inclusive environment with opportunities for learning, autonomy, and career growth.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1