Why nexahire?
nexahire is a leading innovator in the world of business communication and cloud‑based collaboration tools. Our platform powers millions of daily interactions, enabling companies of all sizes to connect with customers, partners, and teams in real time. As the #1 business messaging solution globally, we are on a relentless mission to make digital communication effortless, secure, and universally accessible. Joining nexahire means becoming part of a fast‑growing, technology‑driven family that values creativity, continuous learning, and a customer‑first mindset.
Position Overview
We are urgently seeking a highly motivated, Portuguese‑bilingual Customer Service Representative to join our remote support team. In this role, you will be the frontline champion for our international user base, delivering top‑tier technical assistance, troubleshooting complex issues, and ensuring a seamless experience across our suite of cloud services. This is a full‑time, remote position with a competitive salary, flexible work hours, and a supportive, collaborative environment.
Key Responsibilities
- Technical Issue Resolution: Diagnose and resolve hardware, software, and network problems via phone, email, live chat, or ticketing system.
- Multi‑Channel Support: Respond promptly to inbound calls, outbound follow‑ups, instant messages, and user‑submitted tickets, maintaining a professional and empathetic tone.
- Ticket Management: Create, prioritize, and assign tickets to the appropriate internal support teams, tracking each case through to successful closure.
- Remote Guidance: Use remote‑access tools to walk users through troubleshooting steps, restoring service functionality while minimizing downtime.
- Escalation Coordination: When an issue exceeds first‑line capabilities, activate senior Support Analysts, document all actions taken, and ensure a smooth handoff.
- Performance Reporting: Compile weekly and monthly metrics—including ticket volume, resolution time, and service impact—into clear spreadsheets for leadership review.
- Knowledge Base Contribution: Identify recurring problems and collaborate with the Knowledge Management team to create or update self‑service articles, FAQs, and training materials.
- Continuous Improvement: Participate in regular team retrospectives, share insights, and suggest process enhancements that elevate the overall customer experience.
- Ad‑hoc Projects: Support special initiatives such as product launches, beta testing programs, or regional campaigns as directed by supervisors.
Essential Qualifications
- Fluent in both Portuguese (native or near‑native) and English, with excellent written and verbal communication skills.
- Proven experience in a customer‑facing technical support role, preferably within SaaS, cloud services, or telecommunications.
- Strong analytical abilities to interpret logs, error messages, and system diagnostics.
- Demonstrated ability to manage multiple concurrent tickets while maintaining high quality and accuracy.
- Comfortable working a schedule of Monday‑Saturday, 9 am – 5 pm (GMT‑03:00) America/Sao Paulo, totaling 48 hours per week.
- Reliable high‑speed internet connection and a quiet, professional home office environment.
Preferred Qualifications
- Experience with remote desktop tools (e.g., TeamViewer, AnyDesk, or built‑in platform utilities).
- Familiarity with ticketing systems such as Zendesk, Freshdesk, or ServiceNow.
- Background in ITIL or other IT service management frameworks.
- Previous exposure to multilingual support environments.
- Certification in CompTIA A+, Network+, or similar technical credentials.
Core Skills & Competencies
- Customer Empathy: Ability to listen actively, understand user frustration, and convey solutions with patience and clarity.
- Problem‑Solving Mindset: Systematic approach to isolate root causes and implement effective fixes.
- Communication Excellence: Clear, concise, and courteous writing and speaking, tailored to both technical and non‑technical audiences.
- Time Management: Prioritize tasks, meet SLA targets, and balance urgent tickets with longer‑term investigations.
- Team Collaboration: Work closely with engineers, product managers, and fellow support agents to share knowledge and resolve complex issues.
- Adaptability: Thrive in a fast‑changing environment, quickly learning new features, updates, and platform enhancements.
Career Growth & Learning Opportunities
At nexahire, your professional development is a top priority. As a Customer Service Representative, you will have access to a robust learning ecosystem that includes:
- Structured onboarding with mentorship from senior support engineers.
- Monthly technical workshops covering emerging trends in cloud communications, security, and AI‑driven support tools.
- Certification sponsorship for industry‑recognized credentials (e.g., ITIL, CompTIA, Microsoft).
- Clear career pathways to roles such as Senior Support Analyst, Team Lead, Quality Assurance Specialist, or Product Support Engineer.
- Opportunities to participate in cross‑functional projects, gaining exposure to product development, UX design, and customer success strategy.
Work Environment & Culture
nexahire embraces a fully remote, globally distributed workforce. Our culture is built on three pillars:
- Trust & Autonomy: We empower team members to own their schedules, make decisions, and deliver results without micromanagement.
- Collaboration & Inclusion: Regular virtual coffee chats, team‑building games, and inclusive forums ensure every voice is heard, regardless of geography.
- Innovation & Impact: Every support interaction is an opportunity to shape product improvements. Your feedback directly influences roadmap priorities.
We celebrate diversity, encourage open dialogue, and provide mental‑health resources, ergonomic stipends for home office setup, and a generous paid‑time‑off policy to support work‑life balance.
Compensation, Perks & Benefits
- Competitive Salary: Market‑aligned base pay with performance‑based bonuses.
- Remote‑First Flexibility: Work from anywhere in the world, with a stipend for high‑speed internet and coworking space access if desired.
- Health & Wellness: Comprehensive medical, dental, and vision coverage, plus wellness programs and virtual fitness classes.
- Retirement Savings: Company‑matched 401(k) or equivalent retirement plan.
- Learning Budget: Annual allocation for courses, conferences, or books to fuel continuous growth.
- Recognition Programs: Quarterly awards, peer‑nominated accolades, and spot bonuses for exceptional service.
- Technology Package: Company‑provided laptop, headset, and secure VPN access.
How to Apply
If you are passionate about delivering world‑class support, thrive in a multilingual environment, and want to be part of a visionary tech company, we want to hear from you. Submit your résumé and a brief cover letter highlighting your relevant experience and why you are excited to join nexahire. Our recruitment team reviews applications on a rolling basis, and we aim to move quickly—so don’t wait!
Take the Next Step
Ready to make an impact and grow your career with a global leader in business messaging? Click the “Apply” button below, and let’s start a conversation about how you can become an essential part of the nexahire success story.
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