.Senior Technical Support Specialist (Bilingual - Portuguese) MXN 200,000 - 400,000 About EmplifiThe importance of exceptional customer experience (CX) has never been higher. Emplifi's mission is simple: to empower brands with the insights they need to empathize with their customers and amplify the right experiences across the customer journey. We do this by bringing together marketing, commerce, and customer service teams in one unified platform, giving brands everything they need to close the gaps in their social and digital experiences. Emplifi is on a high-growth trajectory, being valued at over $1B with unicorn status and trusted by over 7,000 global brands, including Fortune 500 companies. About the Customer Support Team Are you empathic, patient, and feel passionate about communication? Can you easily put yourself in our clients' shoes? Then there's a place for you in our Customer Support team! We're the link that connects both our Development and Sales departments to clients - so we're fully involved in the technical and commercial sides of the business. Simply put: software, social media, and CX management play a huge part in our everyday lives.As part of our international team, you will have the opportunity to work with colleagues from Sydney all the way to Sao Paulo, from New York to Singapore and be part of an ever-growing family. You will be supported in your career by a team of professionals dedicated to your development..Job SummaryAs a Senior Technical Support Specialist within our Global Support team, you will play a critical role in delivering exceptional technical support and guidance to our customers. Your responsibilities will include troubleshooting, diagnosing, and resolving customer issues, all while ensuring an outstanding level of customer satisfaction. This role demands not only technical expertise and problem-solving skills but also exceptional communication abilities, deep empathy, and a proactive attitude. Strong customer support interaction is paramount, as it fosters trust and loyalty, and we seek someone who is passionate about delivering unparalleled customer service excellence.What You'll Do HereProvide technical support and resolve customer requests via email, and other communication channels.Qualify incoming requests, including technical issues, questions, and other inquiries. Prioritize requests with the appropriate level of urgency and follow the procedure to address them in a timely and effective manner.Diagnose and troubleshoot software issues.Guide customers through diagnostic and resolution procedures in a clear and concise manner.Collaborate with different internal teams to identify and resolve issues.Provide feedback on customer needs and product enhancements.Develop and maintain a deep understanding of the company's products and services.Document customer interactions, issues, and solutions for future reference and knowledge sharing
