Bitly

Level 1 Support Assistant

Bitly

full-time

Posted on:

Location Type: Remote

Location: Brazil

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Tech Stack

Cloud

About the role

  • Conduct investigative, simultaneous support interactions across multiple channels (chat, ticketing, and phone), maintaining responsiveness and a welcoming approach with our clients;
  • Ensure the quality and accuracy of case records in support tools;
  • Document and escalate complex issues to other support teams according to internal processes;
  • Ensure the team meets its metrics, including high customer satisfaction scores and compliance with first-response and resolution SLAs.

Requirements

  • Experience in customer support, demonstrating a commitment to providing empathetic, high-quality service;
  • High school diploma (completed);
  • Comfortable with technology and proficient with Google tools (Google Workspace);
  • Clear, organized, and instructional written and verbal communication;
  • Organized, empathetic, resilient, and analytically minded;
  • Ongoing or completed education in Technology-related fields;
  • Experience with dynamic support channels such as chat or WhatsApp;
  • Familiarity with support platforms (e.g., Service Cloud, Freshdesk, Zendesk, Intercom);
  • Experience working in technology companies.
Benefits
  • 40 hours per week, CLT employment contract.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportcase documentationissue escalationSLA compliancetechnology proficiency
Soft Skills
empathetic serviceclear communicationorganizational skillsresilienceanalytical thinking
Certifications
high school diploma