Technical Support Specialist (Portuguese Speaking) | Netherlands

We're seeking for a Technical Support Specialist, Portuguese Speaking, to join our dynamic Client Experience (CX) team at Degreed in the Netherlands. In this role, you’ll engage directly with clients and their end-users, ensuring swift and effective resolution of technical issues. Your dedication to providing an exceptional support experience will play a crucial role in shaping client satisfaction and retention. As a Technical Support Specialist, you’ll be a problem-solver and trusted advisor, contributing directly to the success of our clients. This is more than a support role; it’s an opportunity to make a tangible impact on the Degreed experience. You’ll report to the Manager, International Technical Support and work in a hybrid capacity from the Netherlands. If you’re ready to bring your expertise to a fast-paced, client-focused environment, we’d love to hear from you!

Key Skills

• Language Proficiency: Professional fluency in English and Portuguese, including native/fluent skills in speaking, listening, reading, and writing
• Adaptability: Proven ability to quickly learn and support new software applications;  works well in dynamic environments, adapting to changing priorities and client needs effectively
• Active Listening: Skilled at understanding client inquiries and challenges through effective listening
• Clear Communication: Strong written and verbal communication skills; adept at simplifying technical concepts for non-technical users
• Conflict Resolution: Ability to defuse frustration and inspire confidence while guiding clients through resolutions
• Analytical Problem-Solving: Excellent at analyzing issues and delivering quick, effective solutions
• Collaboration & Independence: Capable of working independently, as part of a team, and cross-functionally to enhance client support and product improvement
• Client-Centric Mindset: Prioritize the client's needs while balancing organizational goals
• Empathy & Patience: Demonstrates patience and empathy while delivering exceptional client experiences, ensuring users feel understood, supported and valued
• Time Management: Skilled at prioritizing and managing multiple cases to ensure timely and high-quality resolutions
• Attention to Detail: Ensures accuracy in troubleshooting, documentation, and communication to minimize errors and misunderstandings

Key Responsibilities

These responsibilities reflect the foundation of your role; they do not prescribe or restrict other tasks as assigned and are subject to change at any time.This role is dynamic and offers opportunities to grow, contribute to broader team initiatives, and help shape an exceptional team and client experience:

• Provide Technical Support: Deliver high-quality technical assistance to Degreed clients via phone, email, and chat platforms, addressing and resolving issues promptly and effectively. Oversee the entire ticket journey, from initial response to resolution, ensuring a seamless and positive experience for the client

• Issue Tracking and Documentation: Accurately document technical issues and resolutions; contribute to the Knowledge Centre by creating detailed articles and resources.
  Problem Diagnosis and Resolution: Analyze client issues by gathering relevant data, researching solutions, and implementing the best course of action tailored to their needs

• Escalation Management: Identify when cases require escalation and efficiently route them to upper-tier engineers or other CX resources

• Stay Current: Maintain up-to-date knowledge of product updates, system changes, and company and team processes to ensure effective client assistance

• Client Experience: Demonstrate empathy, patience, and active listening to build trust, defuse frustration, and provide an exceptional client experience

• Team Collaboration: Work closely with peers and cross-functional teams to ensure seamless support and contribute to continuous improvement initiatives

• Onboarding Support: Assist in training and onboarding new team members, sharing knowledge, and fostering team development.
  Weekend Rotation: Participate in rotating weekend shifts as required to ensure consistent client support

• Time and Queue Management: Monitor and prioritize ticket queues to address urgent issues while balancing workload effectively

• Proactive Client Assistance: Anticipate client needs by identifying potential challenges and offering solutions proactively

• Accountability and Focus: Show accountability by consistently aiming to elevate the client experience and focusing on solutions that contribute to a smooth and satisfactory client journey

• Positive Work Approach: Approach daily responsibilities with a proactive, positive attitude, maintaining a professional attitude with both clients and colleagues

What Sets You Apart

• 2+ years in a SaaS Product Environment is a must have.
• 3+ years in technical customer service, help desk support is required
• Knowledge of APIs, Integrations, Webhooks, etc. is required.