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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer engagement and technical support for software products, with strong problem-solving abilities and a focus on maintaining client relationships. Proficient in managing multiple projects while ensuring effective communication and adherence to service level agreements.
Highest-signal resume keywords
Customer EngagementTechnical SupportMicrosoft ExcelSQL KnowledgeLeadership Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportSQLSoftware Development Life CycleTroubleshootingIssue ResolutionKnowledge Base ManagementDetail-OrientedDeadline-DrivenProblem IdentificationSolution Development
Soft Skills
Excellent Communication SkillsInterpersonal SkillsCustomer Service SkillsDiplomatic Handling of Customer SituationsStrong Follow-Through
Tools & Technologies
Internet ProductsDigital AdvertisingOnline PublishingInteractive Media
Certifications & Qualifications
Bachelor's Degree
Industry Keywords
Software SupportClient ComplaintsSLA MetricsCase Health MonitoringClient Incident Analysis
Tech Stack
Tools & technologiesSDLCSQL
About the role
Key responsibilities & impact- Own customer-facing engagement for assigned accounts, including regular check-ins and relationship management
- Provide technical support for assigned products, including troubleshooting and issue resolution
- Monitor SLA metrics and overall case health, making adjustments where needed
- Expedite cases from the queue to keep work moving on assigned accounts
- Act as the main point of contact for client complaints and escalations
- Analyze client incidents and recreate possible defects in a simulated environment
- Create and maintain knowledge base articles for assigned products
- Maintain professional and open communication with internal departments
Requirements
What you’ll need- Fluent in English; only English resumes will be reviewed
- Excellent written and verbal communication skills in Portuguese and English
- Strong follow-through and willingness to take on needed tasks
- Detail-oriented and deadline-driven; able to juggle multiple clients and projects
- Able to handle challenging customer situations diplomatically and remain composed under pressure
- Able to identify problems, mediate issues, develop solutions, and implement a course of action
- Exceptional interpersonal and customer service skills
- Experience working with internet products and technologies
- Strong Microsoft Excel skills
- 4 or more years of experience supporting software for external clients
- Working SQL knowledge
- Previous experience with digital advertising, online publishing, or interactive media companies
- Knowledge of the software development life cycle
- Bachelor's degree or similar required; technical focus preferred
- Leadership experience in a software support organization
Benefits
Comp & perks- Hybrid work arrangement
- AI tools integrated to foster innovation and efficiency