Technical Customer Support
Description
Product Support Specialist ILocationSão Paulo, Brazil (Hybrid or On-site, depending on business needs)Why You Should Join Us?Join a collaborative and customer-focused team dedicated to delivering exceptional product experiences. As a Product Support Specialist I, you’ll play a critical role in helping customers succeed by solving problems quickly and effectively. This is an excellent opportunity to grow your technical and customer support skills, build product expertise, and contribute to continuous improvement through knowledge sharing.We’re committed to creating an inclusive environment where everyone can learn, grow, and make an impact.What You’ll Do?Act as the first point of contact for customers and internal users via phone, chat, email, and support portalDiagnose and resolve common product issues using knowledge base articles, runbooks, and standard proceduresCollect and document key information (e.g., issue details, environment, impact, steps to reproduce) to ensure accurate case managementLog, categorize, prioritize, and manage tickets in ITSM/CRM systems (e.g., ServiceNow, Zendesk, Jira Service Management)Meet established service level agreements (SLAs) for response and resolution on low- to medium-complexity casesEscalate more complex or high-priority issues (P1/P2) following defined processesGuide customers through workarounds, product features, and self-service resourcesContribute to improving internal knowledge bases by creating and updating articlesMonitor ticke --- Source: jobicy - Fortive
