About this position

Support Specialist

Location: Brazil
Work Model: 100% Remote
Employment Type: Permanent, Full-Time

ABOUT THE ROLE

Trax Retail is looking for a Support Specialist to assist customers using the Trax platform by providing technical support, managing inquiries, and ensuring a positive user experience. This role focuses on raising and tracking support tickets, troubleshooting issues, and collaborating with internal teams to resolve client needs efficiently.

The ideal candidate is customer-focused, detail-oriented, and comfortable working in a fast-paced remote environment while maintaining strong communication with users and stakeholders.

KEY RESPONSIBILITIES

Provide support to customers using the Trax platform by responding to inquiries and resolving issues.
Create, manage, and follow up on support tickets to ensure timely resolution.
Troubleshoot platform-related questions and escalate complex issues when needed.
Maintain clear and professional communication with customers throughout the support process.
Document recurring issues and contribute to improving support workflows and internal knowledge bases.
Collaborate with cross-functional teams to ensure high-quality service delivery.

QUALIFICATIONS

Required

Based in Brazil.
Previous experience in customer support, technical support, or similar roles.
Strong English communication skills (written and verbal).
Excellent problem-solving abilities and attention to detail.
Ability to manage multiple requests and prioritize tasks effectively in a remote environment.

Nice to Have

Experience supporting SaaS or technology platforms.
Familiarity with ticketing systems or customer support tools.

Training will be provided.

BENEFITS & PERKS

Permanent full-time position.
100% remote work.
Paid time off aligned with company policy plus Brazilian national holidays.
Remote Insurance coverage.
Equipment provided.
Professional development and training opportunities.