Prodapt Application Support Specialist brasil – Brasília

L2/L3 Support Engineer provides intermediate-level support for the platform, addressing complex issues that go beyond the scope of L1 support. This role involves diagnosing and resolving technical problems related to the AI-driven talent intelligence solutions, working closely with both internal teams and clients to ensure smooth operations.

Responsibilities:
PAssist customers in solving problems related to product features, usability, technical issues, and product performance, including participation in all aspects of pre-sale, customer onboarding/development, diagnosing/resolving technical issues, and escalation support
Develop processes around Zendesk and other tools to deliver world-class customer support

Work closely with engineering to translate customer feedback into potential fixes/enhancements

Achieve team targets for response times, service level, and customer satisfaction, as established by the Manager Customer Support
Collaborate with team members across Technical Services, Customer Success, Product, Pazarlama, and Engineering as needed to resolve issues and deliver great customer experiences
Monitor CSAT/NPS scores and drive increased customer advocacy by compiling and sharing feedback with relevant stakeholders including your Manager, the Product Team, Technical Services, and Customer Success
Maintain and create detailed documentation through logging of support cases, email, and knowledge base articles for the customer and internal use

Work on projects that provide value to the department, Eightfold.ai, and the Self-Serve and Employer customer bases

Skills: Working knowledge of the components in a web applications stack.

Working knowledge of backend server APIs
Proficiency with relational databases and SQL
Strong customer focus and ability to deliver great customer experiences

A track record of meeting and exceeding KPIs and working well in team-based setting