Technical Product Specialist Bilingual (English and Portuguese) (Miramar)

We are looking for a Technical Product Specialist expert to join our expanding team! There are a few things we take seriously here : building an amazing product and providing the best possible service to our customers. Our clients love our product, its very popular and it's 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 expert, 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 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 case journey, providing regular updates across touchpoints.

Your Experience & Skills

Experience in technical support; B2B is preferable

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

Whats 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 who creates amazing experiences for the worlds best brands and their customers. Were 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.