Bilingual Customer Support Operator (BRAZIL)

As a Bilingual Customer Support Operator at OKTO, your responsibilities will include assisting customers via chat, email, and phone to resolve Level 1 technical and operational issues. You will troubleshoot common software problems, provide guidance through basic troubleshooting steps, and escalate unresolved issues to Level 2 support teams. It’s important to maintain accurate documentation, categorize tickets in the Help Desk system, and ensure clear bilingual communication in all customer interactions.

To qualify for the Bilingual Customer Support Operator position at OKTO, candidates should possess advanced skills in Portuguese and English. A degree in Information Technology, Computer Science, or a related field is considered a plus. Previous experience in customer support, especially in technical environments, would greatly enhance your candidacy!

At OKTO, you can expect a fast-paced and dynamic working environment. The team is composed of over 200 professionals who are passionate about payment technology and the gaming industry. OKTO encourages continuous learning and adaptation to new tools and systems, making it an exciting place to grow your career.

Our Bilingual Customer Support Operators at OKTO enjoy competitive remuneration aligned with their experience. In addition to a growth-oriented career path, employees also receive health insurance and food vouchers. These benefits are designed to support both your professional and personal well-being!

At OKTO, Bilingual Customer Support Operators should be willing to work rotating shifts of 6 hours each day, including weekends. This flexibility is essential to ensure that we provide excellent customer service across different time zones and meet the demands of our international clientele.

In situations involving an irate customer, it's vital to stay calm and empathetic. I would actively listen to their concerns, acknowledge their frustration, and reassure them that I am here to help. Then, I would ensure I gather all the necessary details before proposing a solution or escalating the issue as required.

Certainly! One time, a customer faced issues accessing their account due to a network glitch. I patiently walked them through the troubleshooting steps, checking their network connection and guiding them to clear the cache for a smoother experience. By remaining calm and clear in my instructions, I managed to resolve their problem efficiently.

My approach to customer satisfaction hinges on understanding their needs thoroughly. I strive to exceed expectations by providing quick, professional responses and clear communication in both Portuguese and English, ensuring all questions are answered comprehensively.

When faced with multiple requests, I assess the urgency and complexity of each issue. I prioritize urgent cases that impact the customer's experience and quickly categorize less critical requests, ensuring that I remain productive while maintaining high-quality support.

I have hands-on experience with various Help Desk systems, where I have categorized and tracked customer interaction tickets effectively. I am familiar with creating detailed case records and utilizing knowledge bases to enhance the service provided and improve team efficiency.

Team settings foster collaboration, and I thrive in them by actively sharing knowledge and assisting others. At my previous job, I frequently collaborated with different departments, which helped resolve complex issues for our customers more efficiently and improved overall team synergy.

I genuinely enjoy making a positive impact on customer experiences. Each interaction provides an opportunity to help someone with a challenge, and the satisfaction of resolving their issues and helping them feel valued keeps me motivated and engaged in my work.

I regularly seek out training opportunities, attend webinars, and keep up with industry trends online. Staying current with new technologies not only helps me address customer inquiries more effectively but also contributes to my personal and professional growth.

I believe in using clear, simple language when discussing technical issues, avoiding jargon that may confuse the customer. Additionally, I would encourage customers to ask questions if they don’t understand and would provide visual aids or follow-up resources when appropriate.

If I encounter a question I’m unsure about, I would reassure the customer that I am committed to finding the right information. I would either escalate the issue to a more experienced teammate or refer to the Knowledge Base before getting back to the customer promptly with a confirmed response.