Location: Caxias do Sul – Hybrid
Compensation Currency: Brazilian Real (BRL)
Contract: Permanent Full Time (CLT) - 42h/week, from 04:30 to 14h Brazilian hours (Mon – Fri with possibility of Tue – Sat)
PLEASE ATTACH YOUR CV IN ENGLISH
People with disabilities are welcome at Cyncly!
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. After a merger in 2021 between Compusoft, 2020 Technologies, and their affiliates, Cyncly brings over 35 years of industry experience. We 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 spanning North America, Europe, South America, Asia Pacific, and Africa. We are committed to fostering an inclusive and diverse environment where all perspectives are valued and celebrated.
About the role
As a Customer Success Specialist (L1 Support), you will be the first point of contact for our customers, assisting with basic troubleshooting, handling inquiries, and providing solutions for common technical issues. You will follow established procedures to resolve problems and escalate more complex issues to higher-level support. Strong communication skills, problem solving abilities, and a customer-focused attitude are essential for success in this role.
Main responsibilities
- Offer comprehensive support via phone, chat, email and remote access to customers;
- Provide technical support (hardware and IT/Server/Network related) to customers;
- Work on the support task list in Zendesk;
- Define, report and follow up on issues, and document solutions in Zendesk to keep track of history and statistics;
- Report news or issues in team meetings or to the Team Leader;
- Report product errors in internal tools in English;
- Participate in team meetings and share knowledge and information.
Required qualifications
- Ongoing or complete bachelor's degree in IT, Design, Architecture, or related fields;
- Proven track record in a customer service role;
- Knowledge of remote support tools;
- Advanced English (C1+);
- Able to work flexible hours;
Nice to have:
- Experience with CRM or ticket systems, preferably Zendesk.
Required skills and competencies
- Polished and professional telephone etiquette;
- Excellent written and verbal communication abilities;
- Strong listening and interpersonal skills;
- Friendly and approachable demeanor;
- Customer-focused, with patience and resilience;
- Effective problem-solving skills;
- Ability to work independently and as part of a team, demonstrating strong teamwork qualities.
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, Zenklub (Health app) and Guapeco (Pet Plan);
- 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 we 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.