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Customer Support Analyst LATAM

DocPlanner

DocPlanner

IT, Customer Service
Rio de Janeiro, RJ, Brazil
Posted on Friday, July 5, 2024

Company Description

With a global mission to “make the healthcare experience more human”, Tuotempo is the leading CRM for the Healthcare sector 🩺. We are part of the international DocPlanner Group, the largest healthcare platform serving patients and healthcare ecosystems across 13 countries in Europe and LATAM. We position ourselves in the DocPlanner ecosystem as the Enterprise business segment, primarily focusing on major healthcare players such as hospitals, chain clinics, and healthcare insurance companies.

We strive to provide the best products and services to our customers and their patients. We are currently seeking a multilingual Customer Support Analyst to join our global team and work with LATAM customers.

Our hiring team is international: we kindly ask you to submit your resume in English 🙏

Job Description

Our customer support team excels in delivering top-notch service, blending strong communication skills with technical expertise. We're on the lookout for a curious team player who enjoys unravelling complex technical issues and adeptly bridges the gap between customers and our dynamic tech and product teams. The interaction with our customers will be handled in Portuguese and Spanish, while English is the primary language at TuoTempo: we are looking for someone who can effortlessly navigate those languages, without getting lost in translation 🙂

In this role, you will:

  • Handle customer requests, questions, and incidents from our clients based LATAM (Brazil, Mexico, Chile, Colombia).

  • Troubleshoot software issues for end-users as First Level of Support, managing the communication with the clients.

  • Interact with customers to resolve tech-related questions and queries online through our ticketing tool.

  • Escalate more complex issues as needed to higher-level support teams, such as BackEnd & FrontEnd developers and Integrations, and/or management.

  • Help customers with product features and improve customer experience.

  • Communicate any trends in customer communication or behaviour to other departments.

  • Enrich the Support knowledge base with new client-orientated documentation.

  • Be up to date about the product and procedure updates to ensure work fluency and efficiency.

Qualifications

  • 2+ years of experience in Customer Support, preferably in a Saas company

  • Fluency in 3 languages: Portuguese (Advanced), Spanish (Advanced), English (Intermediate)

  • Ability to multitask, prioritise, and manage time effectively.

  • Propensity for problem-solving and solution-oriented approach.

  • Ability to work independently, with an ambition to contribute to the project and improve existing processes.

  • Excellent communication skills, speaking and writing, empathetic and eager desire to help others.

  • Strong customer focus with the ability to translate technical concepts into easy-to-follow instructions.

  • General knowledge of APIs, OpenSearch or similar search engines, and Salesforce or any ticketing tool is a plus

Additional Information

Logistics

  • The role is remote-first, to be based in Brazil. Please note that unfortunately, we cannot sponsor visas for this role at this point in time.

  • Our beautiful office is located in Curitiba. If you live nearby and you love office time, you’re always welcome!

  • To accommodate longer coverage for our Mexican customers, the working hours are from 10 AM to 7 PM.

  • In case of tickets coming from Mexican customers outside working hours, we provide a first answer from 7 PM to 9 PM. This activity will be sporadic (average 1 ticket/day), can be tackled through the company phone, and wouldn’t require too much of your time (maximum 5 minutes).

Recruitment process

  1. A quick online screening to get a glimpse of your approach to customer requests

  2. 45 min Intro call with Marianna, our Talent Acquisition Partner, to discuss your motivation, the value-fit and your attributes. It is also an opportunity for you to learn more about the company;

  3. 1H Interview with Pâmela, your manager in this role, and Fátima, our Global Customer Support Manager. This session includes technical exercises on real cases to be done live during the video call.

  4. 30 min call with Tiago, Tech Squad Leader of Brazil. This interview will focus on value-fit and culture-add.

  5. Offer 🎉

Our benefits:

  • Need to work beyond your usual hours? We have a bank of hours for you to use these hours as time off later;

  • We offer a Meal Voucher worth R$630.00 per month, but if you enjoy cooking at home, you can replace it with a Food Voucher, worth the same amount, or even ask for half and half, making life easier for those who are 100% ready. remote or hybrid work;

  • For commuting to the office, we offer Vale Transporte;

  • Speaking of Health, we offer Medical, Dental and Group Life Insurance;

  • We also offer Pharmacy Assistance, with discounts from 10% to 70% on medicines in the accredited network;

  • For moms and dads ‘on duty’, we have Daycare Assistance;

  • We offer the iFeel app, for emotional comfort, which combines traditional psychology with artificial intelligence, helping you on those most difficult days;

  • SupportPass offers free professional support and guidance in the psychological, legal, economic and social areas, providing support in those more delicate issues;

  • And the fitness life? We offer Gympass for you and 3 dependents! Because working out alone is really boring, right?

  • Did you think your PET would be left out? Of course! We offer Plano Pet, also extending care to your pet;

  • Stock Options - eligible after 6 months of employment (5 years grace period) - YES! You become a partner of the company;

  • Everyone has a birthday, right? Our present, for you, is a Birthday Day Off, so that you can celebrate the way you prefer, with the ones you love the most;

  • We have a robust Partnership Club, with discounts ranging from teaching institutions, such as colleges and languages, to exclusive banking benefits;

  • Our Licenses are differentiated here: in case of death of loved ones, we offer 10 days; If your PET dies, you have 2 days. Married:? 7 days of rest! Did the baby arrive? We offer 30 days for Dad and 6 months for Mom;

  • Did you like working here? Then refer a friend or relative! We love having family and friends around! Our New Warriors Referral Program offers up to R$600 per person who stays with us for more than 6 months.