Customer Support Agent - Flooring

Location: Brasil (100% Remote or Hybrid for Serra Gaúcha Residents or Greater São Paulo area) Contract: Permanent Full Time (CLT) - 42h/week Hours: Availability to work from 11:26 - 14:30 - 15:40 - 21:00 and saturday rotations Compensation Currency: Brazilian Real (BRL) PLEASE ATTACH YOUR CV IN ENGLISH People with disabilities are welcome at Cyncly! About Us: Cyncly's end-to-end software solutions connect designers, retailers, manufacturers, contractors, and consumers to make spaces amazing. With the world's largest repository of product content, we equip customers with the tools to transform vision into reality. From inspiration to installation, Cyncly transforms how spaces are imagined, designed, sold, managed, and made. Cyncly's brands include 2020, Compusoft, 3CAD, Access IT (contract ERP), FeneTech, First Degree Systems, Focco, GO-2B, M3B, Promob, Soft Tech, RFMS and Virtual Worlds. Role Overview: As a Customer Success Specialist (L1 Support), you will be the first point of contact for our customers, assisting with basic troubleshooting, handling inquiries, and providing solutions for technical issues. You will follow established procedures to resolve problems and escalate more complex issues to higher-level support. Strong communication skills, problem-solving abilities, and a customer-focused attitude are essential for success in this role. Main responsibilities: Offer comprehensive support via phone, email, chat and remote access to customers; Provide technical support (hardware and IT/Server/Network related) to customers; Work on the support task list in Zendesk; Define, report and follow up on issues, and document solutions in Zendesk to keep track of history and statistics; Report news or issues in team meetings or to the Team Leader; Report product errors in internal tools in English; Participate in team meetings and share knowledge and information. Required qualifications and experience: Ongoing or complete bachelor's degree in IT, Accounting, Mathematics or related fields; Proven track record in a customer service role; Accounting knowledge; Experience with remote support tools; Experience with CRM or ticket systems, preferably Zendesk; Fluent English. Required skills and competencies: Polished and professional telephone etiquette; Excellent written and verbal communication abilities; Strong listening and interpersonal skills; Friendly and approachable demeanor; Customer-focused, with patience and resilience; Effective problem-solving skills; Dedicated and hardworking; Capable of setting an example and embodying our values; Ability to work independently and as part of a team, demonstrating strong teamwork qualities. What we offer you at Cyncly: National Medical Health Plan (Unimed); National Dental Assistance (Unimed); Maternity C Paternity extension leave; Life Insurance; Meal/ Restaurant allowance (Alelo Tudo); Home office allowance (if applicable); Education Platforms and training funding; Gympass, Zenklub (Health app) and Guapeco (Pet Plan); Annual Profit Sharing Program; Education allowance; DayOff as a birthday gift; Agreement with pharmacies, restaurants and theaters. Working for us: At Cyncly, we call our team OneCyncly, a reflection of how we work together as one, united by our purpose: powering businesses that bring spaces to life. Our strength comes from our diversity of experiences, perspectives, and skills - and we thrive when we work together with openness, trust, and respect. Here, you’ll join a group of colleagues who take ownership, solve problems, and focus on making an impact. We embrace curiosity, welcome new ideas, and see mistakes as opportunities to learn. You’ll have the freedom to work flexibly and autonomously, supported by teammates and leaders who are committed to your growth. We celebrate the different ways people contribute and encourage everyone - from every background - to bring their authentic self to work. Because when we collaborate, challenge each other, and share what we know, we build something better together. If you want to work in a place where your ideas matter, your growth is valued, and your work shapes the spaces people live, work, and play in - come join us.