Bilingual (Portuguese) B2B Customer Support Representative

Accountabilities

• Provide high-quality B2B customer support by addressing technical questions, resolving product issues, and ensuring customers receive timely and professional assistance.
• Show strong ownership of customer interactions, accurate troubleshooting, and effective collaboration with internal teams.
• Respond to customer inquiries through phone, email, and chat regarding product issues, service questions, and general support needs.
• Provide accurate troubleshooting guidance and real-time assistance to business customers.
• Maintain strong product knowledge and stay informed about updates, policies, and new features.
• Deliver professional, customer-focused support while building positive relationships with clients.
• Identify complex technical issues and escalate them appropriately to advanced support teams.
• Collaborate with management and internal departments to improve customer satisfaction and support workflows.
• Maintain detailed and organized records of customer interactions and resolutions.

Requirements

• Experience supporting business customers in a technical environment and demonstrating strong communication, organization, and problem-solving abilities.
• Confidence working independently while contributing effectively within a collaborative team.
• 1+ years of experience in a technical B2B customer support role.
• Fluency in Portuguese and English, with strong written and verbal communication skills.
• Experience using productivity tools such as Google Workspace and Microsoft Office.
• Strong customer service mindset with the ability to maintain professionalism in challenging situations.
• Ability to troubleshoot technical issues involving computers, mobile devices, and related technologies.
• Comfortable working independently and managing priorities in a fast-paced environment.
• Strong organizational skills with attention to detail and follow-through.
• Experience with Salesforce or ServiceNow is preferred.
• Bachelor’s degree or additional technical experience is a plus.

Benefits

• Competitive compensation of up to $22/hour plus discretionary bonus opportunities.
• Fully remote work flexibility from eligible U.S. locations, with hybrid options available in select areas.
• Medical, dental, and vision insurance coverage, including domestic partnerships.
• Employer-paid life insurance and supplemental coverage options for employees and dependents.
• Short-term and long-term disability insurance options.
• 401(k) retirement plan options, including Roth and traditional plans.
• Generous paid time off program, including paid bereavement and jury duty leave.
• Opportunities to develop valuable cybersecurity and technical support expertise.