CODERS

Support Engineer

• Customer support: act as the first point of contact via email and WhatsApp (OctaDesk platform), providing prompt, empathetic, and efficient assistance.
• Logging and organization: record all interactions in the CRM, ensuring a clear and up-to-date history.
• Collaboration with the CS (Customer Success) team: route inquiries related to the customer journey, helping to deliver a smooth and well-structured experience.
• Content creation: produce and maintain articles, FAQs, and tutorials that reduce ticket volume and increase customer self-sufficiency.
• Ticket and SLA management: correctly categorize tickets and adhere to established deadlines, keeping CSAT consistently high!

Support Analyst, Junior