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

e.Mix has been a software development provider for over26 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 softwareAddress operational questions from usersInterpret functional documents and identify software business rulesProvide 2nd level supportRequirements:4+ years of software support experienceLogical reasoning and excellent Portuguese communication skillsFluent in English (reading, writing, conversation)Strong customer relationship skills and Excel proficiencyExperience in support levels I and IIDesirables:Experience in helpdesk ticket monitoring/administration, SLA service, and knowledge base managementProficient in creating and presenting quantitative and qualitative KPIsSpanish fluency (reading, writing, conversation)Knowledge of foreign tradeBehavioral Traits:Responsible, proactive, and dynamicEmpathetic and patient with clientsDetail-oriented, communicative, and innovativeTicket management and SLA adherenceFocus on immediate first-level resolutionDynamic, agile, optimistic, and good-humoredAdditional Information:Hybrid work (Hybrid, living in Sao Paulo State, Brazil)Monday-Thursday: 4am-2pm; Friday: 4am-1pmHealth plan, life insurance, food voucherCost assistance, birthday off