Software Support Specialist (English Fluency) – (Hybrid, Living In Sao Paulo State, Brazil)

e.Mix has been a software development provider for over 26 years, serving various industries such as foreign trade, construction, technology, customs terminals, and telecommunications. Our software handles millions of customer operations annually, boosting productivity, accuracy, and cutting costs. We are a leading software developer in process management, with our solutions enabling an average productivity increase of 35%. We have offices in Brazil and the US. Currently implementing our new development platform, Talkture. Talkture is an innovative project with exciting challenges ahead. Responsibilities: Analyze and resolve customer requests and issues with e.Mix software Address operational questions from users Interpret functional documents and identify software business rules Provide 2nd level support Requirements: 4+ years of software support experience Logical reasoning and excellent Portuguese communication skills Fluent in English (reading, writing, conversation) Strong customer relationship skills and Excel proficiency Experience in support levels I and II Desirables: Experience in helpdesk ticket monitoring/administration, SLA service, and knowledge base management Proficient in creating and presenting quantitative and qualitative KPIs Spanish fluency (reading, writing, conversation) Knowledge of foreign trade Behavioral Traits: Responsible, proactive, and dynamic Empathetic and patient with clients Detail-oriented, communicative, and innovative Ticket management and SLA adherence Focus on immediate first-level resolution Dynamic, agile, optimistic, and good-humored Additional Information: Hybrid work (Hybrid, living in Sao Paulo State, Brazil) Monday-Thursday: 8am-18pm; Friday: 8am-17pm Health plan, life insurance, food voucher Cost assistance, birthday off