Remote Client Support Specialist

Summary

Join Trustly Americas team as we grow fast! We're looking for a Client Support professional to troubleshoot, escalate, and resolve client and customer questions or issues. As part of our Merchant Operations team, you'll support existing clients, end users, and third parties. If you thrive in an entrepreneurially-minded, fast-paced, casual, professional, positive, and rewarding work environment, check us out!

Requirements

• Previous experience in a customer support or operations role
• Excellent English skills (written and verbal)

Responsibilities

• Troubleshoot, escalate, and resolve client and customer questions or issues
• Triage cases within the defined SLA. Triaged cases will either be responded to and resolved or escalated to an internal or external team for assistance before resolving
• Maintain ownership of support cases until resolution
• Monitor and answer on different support channels: a ticketing system, public forums, online chat, social networks, client calls, and more
• Be part of an on-call rotation schedule for a 24/7 coverage
• Help enhance documentation to minimize repeating support issues
• Coordinate with the different teams: dev team, customer support, product management
• Help the dev team review new features and client libraries

Preferred Qualifications

• IOS or Android experience
• Previous knowledge of Salesforce Service/CRM

Benefits

• Bradesco health and dental plan, for you and your dependents, with no co-payment cost
• Life insurance with differentiated coverage
• Meal voucher and supermarket voucher
• Home Office Allowance
• Wellhub - Platform that gives access to spaces for physical activities and online classes
• Trustly Club - Discount at educational institutions and partner stores
• English Program - Online group classes with a private teacher
• Extended maternity and paternity leave
• Birthday Off
• Flexible hours/Home Office - our culture is remote-first! You can work in every city in Brazil
• Welcome Kit - We work with Apple equipment (Macbook Pro, iPhone) and we send many more treats!
• Annual premium - As a member of our team, you are eligible to receive an annual bonus, at the company's discretion, based on the achievement of our KPIs and individual performance
• Referral Program - If you refer a candidate and we hire the person, you will receive a reward for that!