• Participate in LN implementation efforts (Finance) including process mapping, training key users, preparing training material, guides, go-live activities, and providing project manager with status and potential risks • Collaborate on financial integration document types mapping • Collaborate on end-user support, resolving user-reported issues • Develop Knowledge Base Articles & Work Instructions/User Guides • Facilitate and conduct user training sessions • Work with business to translate needs and work with cross-functional teams, developers, and testers to design, develop, and test new solutions • Work proactively to improve current processes and drive down user support issues • Knowledge sharing with peers & training team members to strengthen the Support Team • Perform other duties as assigned by the reporting manager • Coordinate and manage minor projects

• Support Engineers (SE) serve as frontline technical resources for Cloudskope’s customers and partners via phone, email, or on-site. • They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements, and creating self-help assets to broadly reach more customers. • You will monitor, maintain and support customer networks, handle customer tickets, and drive them to resolution. • You will be part of a team responsible for providing an outstanding technical support experience to our business customers. • From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. • When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups), or Management. • Your day-to-day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service-oriented professional. • You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.

• Solucionar dúvidas ou problemas dos clientes com agilidade • Garantir satisfação dos clientes e leads nos atendimentos • Reportar bugs e melhorias na aplicação • Executar testes de sistema • Manter-se atualizado sobre o produto • Produzir tutoriais para a nossa Central de Ajuda

• Provide responsive and effective chat and email support to merchants • Complete onboarding tasks for merchants using front-end technologies • Install Okendo widgets and perform feature setup steps • Maintain a high standard of work quality • Collaborate with development team to communicate customer feedback