Core Support Expert
RemoteBrazil
Job Summary
Deliver proactive and reactive support for customers, partners, and internal teams to resolve issues, address subscription inquiries, and provide exceptional assistance for Docusign products. Handle incoming support channels to troubleshoot inquiries regarding account access, setup, document workflows, and billing using tools like Salesforce, Jira, and proprietary systems. Identify product improvements, bugs, and enhancement opportunities while promoting services through consultative discussions. Serve as a conduit for customer feedback to advocate for needs within the organization and manage communication to ensure timely updates. Meet and exceed Customer Support service level goals while providing support for internal peers on product knowledge. Fluent in Portuguese and English with a Bachelor's degree required; remote work designation applies.
Required Qualifications
- Fluent in Portuguese and English
- Bachelor's degree or higher in a relevant field
- 3+ years of previous customer-facing role experience (e.g., hospitality, customer service, etc.)
Desired Qualifications
- Multi-lingual in other Docusign supported languages (French, Portuguese, Japanese, German, Spanish, or Italian)
- Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
- Familiarity or experience with Docusign product range
- Professional experience within relevant industries for which Docusign provides solutions
- General understanding of internet technologies
- Understanding or experience working with Windows and/or Apple operating systems
- Familiarity with Jira and Salesforce for case management
- Understanding of modern markup and programming languages such as XML, JavaScript/jQuery, or similar
- Knowledge of troubleshooting in a web-based environment including HTTP, JSON, IIS, HTML, and CSS
- Superior oral and written communication skills
- Understanding of log analysis using network tools such as Fiddler, HAR Analyzer, browser developer tools or similar
- Self-motivated, goal-oriented, highly collaborative, creative, excellent organizational and time management skills
- Effective communication skills, a key component of this role, with audiences that include customers and peers
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.