customer support specialist.

Deliver exceptional customer support and develop and refine strategies for cybersecurity testing services;

Standardize processes and manage ticketing systems for efficient inquiry handling and issue resolution;

Gather, analyze, and extract insights from customer feedback and workstream data to drive continuous improvement;

Define integration requirements and support operations and customer support streams in refining and executing the service delivery model;

Assist management with data and analytics control for testing services;

Deliver and implement customer support strategies;

Resolve customer inquiries and manage ticketing systems, including
back-office processes;

Gather and analyze customer feedback to derive insights;

Support management in evaluating performance;

Provide specialized technical support for cybersecurity testing services;

Offer clients personal assistance and guidance through cybersecurity services;

Report insights and aggregate reports into user-friendly data.

High School or Vocational Education;

Tech support for complex technological or cybersecurity services;

Customer support experience, especially in digital channels;

Experience managing digital service demand;

Strong communication skills for conveying complex ideas simply;

Analytical and Data reporting skills with capacity to derive actionable
insights;

Process management experience in digital and technological service
environments;

Ability to translate complex technical ideas for non-technical
staff/customers;

Process design and optimization for technological or digital products;

Fluent in both English and Portuguese, with expertise in tech/cybersecurity
vocabulary.