FORM is looking for a customer-focused Support Specialist in Brazil to assist users of the FORM platform and ensure a smooth, positive support experience. In this role, you will respond to customer inquiries, create and manage support tickets, troubleshoot platform-related issues, and collaborate with internal teams to find effective solutions. You will keep customers informed throughout the process and help improve our support workflows and knowledge base.
About FORMFORM powers the world’s two billion mobile workers as they change companies and industries for good, with mobile technology that improves execution from the frontline. FORM solutions include the AI-enabled task management platform GoSpotCheck, Trax’s image recognition technology, and FORM OpX, all of which activate and connect teams in the field – with leaders, missions, and each other – so they can deliver success in the enterprise. With more than 25 years of experience, FORM supports 100,000+ global users from some of the world’s more recognizable global brands in 45 countries.
RequirementsWhat You’ll Do
- Respond to customer inquiries and provide support to users of the platform.
- Create, manage, and follow up on support tickets to ensure timely resolution.
- Troubleshoot platform-related issues and escalate more complex cases when necessary.
- Maintain clear, professional, and helpful communication with customers.
- Document recurring issues and contribute to internal knowledge resources.
- Collaborate with cross-functional teams to deliver a high-quality customer experience.
- Identify opportunities to improve support processes and workflows.
What You’ll Bring
- You are currently based in Brazil.
- Previous experience in customer support, technical support, or a similar role.
- Strong written and verbal communication skills in English.
- Excellent problem-solving skills and attention to detail.
- The ability to prioritize tasks and manage multiple requests effectively.
- A proactive, customer-focused approach.
- The ability to work independently in a remote environment.
Nice to Have
- Experience supporting a SaaS product or technology platform.
- Familiarity with ticketing systems or customer support tools.
What We Offer:
- Challenging and exciting work.
- Fully remote collaboration format.
- Opportunities for professional growth within a global team.
- Necessary project equipment provided.
- Access to internal learning and development resources.
Skills Required
- Based in Brazil
- Previous experience in customer support or technical support
- Strong written and verbal communication skills in English
- Excellent problem-solving skills
- Attention to detail
- Ability to prioritize tasks and manage multiple requests
- Proactive, customer-focused approach
- Ability to work independently in a remote environment
- Experience supporting a SaaS product or technology platform
- Familiarity with ticketing systems or customer support tools
What We Do
Powered by leading technology and proprietary data, Trax connects brands, retailers, and shoppers, setting the standard for retail excellence. Trax's AI-powered platform uniquely combines solutions that provide unparalleled data-driven signals to leading global CPGs and retailers to deliver real-time data, retail execution, and consumer engagement to increase ROI. 30 of the world's top 50 CPG companies, along with leading retailers and emerging brands, use Trax's shelf monitoring, analytics, merchandising, activation, and shopper engagement solutions at scale to drive positive shopper experiences and unlock revenue opportunities at all points of sale. Trax is a global company with hubs in the United States, Singapore, France, Hungary, China, Mexico, Japan, Brazil, and Israel, serving customers in more than 80 countries worldwide. To learn more, visit traxretail.com..
