Customer Support Engineer

Work from
Anywhere 🌎
Full Time
Opening date
Closing date
28 Jan 2022

Cloudwalk builds tech to deliver payment products to empower small and medium size businesses.

Our vision is to create a global payment network, starting with being already the fastest-growing acquirer in Brazil helping 150.000+ merchants with the lowest transaction fees and a default no-fee anticipation of cash flows.

We are experiencing an extraordinary growth in 2021.

Our business is growing and so is our fully remote and global team!

If you are resilient, curious, and resourceful, you will thrive with us. What matters to us is a deep insight into technology, passion for disruptive innovation; ability to learn fast and execute faster.

Willing to make a difference in the fastest-growing financial industry scale-up? – Come join the mission!

The Customer Support Engineering team solves customer issues in real-time, in a very fast-paced industry, in a very fast-based company. You will be the InfinitePay’s voice and our customers’ first point of contact.

As a member of the CSE team, you are expected to be passionate about customer service and also technology. Your mission is to serve our customers, solving end-to-end problems, may it be a kind orientation or the toughest technical issue that needs superior effort and collaboration to be solved.

What You´ll Be Doing:

  • Deliver service and support to customers answering chats, emails and phone calls
  • Provide responses to inquiries, concerns, and requests about products and services
  • Determine issues by gathering customer information and by diagnosing symptoms
  • Troubleshoot technical and software issues involving internet connectivity, login problems, and more
  • Offer alternative solutions when appropriate with the objective of retaining customers’ and clients’ business
  • Follow-ups and scheduled callbacks to customers
  • Work to provide an incredible customer experience

What You´ll Need to Succeed:

  • Excellent communication skills, both written and verbal, and ability to work with different audiences
  • Desire to ensuring a great customer experience for every client
  • Strong analytical skills with logical reasoning
  • Ownership to act in each situation as responsible and to ensure the best service
  • Be thoughtful and attentive with everything that you are performing, showing great attention to detail
  • Capacity to keep learning new things while constantly improving what we are already good at
  • Fluent Portuguese
  • Upper-intermediate English (talking, reading, and listening)

You will have a chance to learn (if you don’t know yet):

  • Relational Databases, SQL, and ORM technologies
  • Programming languages (Ruby is a plus)

We are not expecting candidates to have expertise across all of these areas. We will gladly help you bridge the gaps.

As a member of a fully remote and distributed team, you are expected to complete tasks autonomously, being highly collaborative and self-directed.

Diversity and Inclusion

We believe in social inclusion, respect, and appreciation of all people. We promote a welcoming work environment, where each CloudWalker can be authentic, regardless of gender, ethnicity, race, religion, sexuality, mobility, disability, or education.

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