Customer Support Specialist (L1 Support)

Location: São Paulo (Hybrid)  

Compensation currency: Brazilian Real (BRL) 

Contract: Permanent Full Time (CLT) - 42h/week (Availability to work 9:00 a.m. to 6:34 p.m., and 10:00 a.m. to 7:34 p.m. (Brazilian hours), with Saturday rotations eventually included) 

PLEASE ATTACH YOUR CV IN ENGLISH     

People with disabilities are welcome at Cyncly!    

About us     

Cyncly is a leading global provider of specialized visualization, sales, manufacturing and content software and solutions for the retail, design and manufacturing industries.     

Cyncly was created to unite Compusoft, 2020 Technologies and their affiliate companies after their merger in 2021. The Company brings together more than 35 years of industry experience to provide a connected platform of configure, price, quote (CPQ) software, online space planning, computer-aided design (CAD) applications, business process management, manufacturing execution systems and enterprise resource planning (ERP). Cyncly serves more than 70,000 customers across 100 countries, with operations in North America, Europe, South America, Asia Pacific, and Africa.     

At Cyncly, we are committed to fostering an increasingly diverse and inclusive environment where all voices are valued and celebrated. We prioritize representation from minority groups. We recognize that our unique approach and success stem from the wealth of perspectives brought by our diverse teams. 

About the Role  

As a Customer Success Specialist (L1 Support), you will be the first point of contact for our customers, assisting with basic troubleshooting, handling inquiries, and providing solutions for common technical issues. You will follow established procedures to resolve problems and escalate more complex issues to higher-level support. Strong communication skills, problem solving abilities, and a customer-focused attitude are essential for success in this role.  

Main responsibilities   

• Offer comprehensive support via phone, email and remote access to customers;   

• Provide technical support (hardware and IT/Server/Network related) to customers;   

• Work on the support task list in Zendesk;  

• Define, report and follow up on issues, and document solutions in Zendesk to keep track of history and statistics;   

• Report news or issues in team meetings or to the Team Leader;   

• Report product errors in internal tools in English;   

• Participate in team meetings and share knowledge and information.  

Required skills and competencies 

• Ongoing or completed bachelor's degree in IT or a related field; 

• Proven track record in a customer service role;   

• Experience with CRM or ticket systems, preferably Zendesk;   

• Fluent English; 

• Able to work flexible hours; 

• Polished and professional telephone etiquette;   

• Excellent written and verbal communication abilities;   

• Strong listening and interpersonal skills;   

• Friendly and approachable demeanour;   

• Customer-focused, with patience and resilience;   

• Effective problem-solving skills;   

• Capable of setting an example and embodying our values;   

• Ability to work independently and as part of a team, demonstrating strong teamwork  

• Qualities; 

• Experience with databases (preferably SQL). 

Nice to have: 

• Experience with ERP systems; 

• Experience with remote support tools.  

What we can offer you at Cyncly    

• National Medical Health Plan;      

• National Dental Assistance;      

• Maternity & Paternity extension leave;      

• Life Insurance;      

• Meal/ Restaurant allowance (Alelo Tudo);      

• Home office allowance (if applicable);      

• Education Platforms and training funding;      

• Gympass, Zenklub (Health app) and Guapeco (Pet Plan);      

• Annual Profit Sharing Program;      

• Education allowance;      

• DayOff as a birthday gift;      

• Agreement with pharmacies, restaurants and theaters.      

Working for us      

At Cyncly, we call our team OneCyncly, a reflection of how we work together as one, united by our purpose: powering businesses that bring spaces to life. Our strength comes from our diversity of experiences, perspectives, and skills - and we thrive when we work together with openness, trust, and respect.    

Here, you’ll join a group of colleagues who take ownership, solve problems, and focus on making an impact. We embrace curiosity, welcome new ideas, and see mistakes as opportunities to learn. You’ll have the freedom to work flexibly and autonomously, supported by teammates and leaders who are committed to your growth.