customer supporteducationsqlgrowth

Customer Support Engineer


If you have fallen and risen, if you have broken and fixed, if you have dreamt and built, then you have grit.
Then we speak the same language.
Welcome to the Wolfpack.
About Cloudwalk:
Here at Cloudwalk, we work hard to build the best products, including different payment methods while using innovative technologies, to empower our more than 300.000 customers. Our main initiative is called InfinitePay, which is the fastest growing payments acquirer in Latam.
We hustle and celebrate as we change the market landscape and raise the bar in payments processing. We are making it cheaper and faster to receive payments and thus help to maximize small businesses' growth.
Our technology has already processed more than US$3 BI and it´s just the beginning.
We build and learn, fast, and we want the hackers, the artists, the crafters - join the Wolfpack!
The Customer Support Engineering team solves customer issues in real-time, in a very fast-paced industry, in a very fast-based company. You will be the InfinitePay’s voice and our customers’ first point of contact.
As a member of the CSE team, you are expected to be passionate and open to learn about customer service and also technology. Your mission is to serve our customers, solving end-to-end problems, may it be a kind orientation or the toughest technical issue that needs superior effort and collaboration to be solved.

What You´ll Be Doing:
  • Deliver service and support to customers answering chats, emails, and phone calls;
  • Provide responses to inquiries, concerns, and requests about products and services;
  • Determine issues by gathering customer information and by diagnosing symptoms;
  • Troubleshoot technical and software issues involving internet connectivity, login problems, and more;
  • Offer alternative solutions when appropriate with the objective of retaining customers' and clients' business;
  • Follow-ups and scheduled callbacks to customers;
  • Work to provide an incredible customer experience.
  • You'll be working from 12 p.m. to 6 p.m.

What You´ll Need to Succeed:
  • Excellent communication skills, both written and verbal, and ability to work with different audiences;
  • Desire to ensure a great customer experience for every client;
  • Strong analytical skills with logical reasoning;
  • Ownership to act in each situation as responsible and to ensure the best service;
  • Be thoughtful and attentive with everything that you are performing, showing great attention to detail;
  • Capacity to keep learning new things while constantly improving what we are already good at;
  • Attending college in technology-related fields;
  • Fluent Portuguese;
  • Intermediate English (talking, reading, and listening);
  • SQL Basics is a plus.

You will have a chance to learn (if you don’t know yet):
  • Programming languages;
  • Customer experience excellence.
We are not expecting candidates to have expertise across all of these areas. We will gladly help you bridge the gaps.
As a member of a fully remote and distributed team, you are expected to complete tasks autonomously, being highly collaborative and self-driven.
Diversity and Inclusion
We believe in social inclusion, respect, and appreciation of all people. We promote a welcoming work environment, where each CloudWalker can be authentic, regardless of gender, ethnicity, race, religion, sexuality, mobility, disability, or education.

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