• Assist customers by answering questions (in French and English) and providing information about Silk & Snow products. • Provide exceptional customer service virtually through phone, email, and live chat. • Help respond to post-sale customer inquiries, follow up on customer questions related to orders or deliveries, and successfully solve problems through proactive follow-up on issues and effective de-escalation strategies. • Maintain an open line of communication with the Customer Experience team ensuring that all key issues are addressed in a timely fashion. • Liaise and follow up with our courier and warehouse partners daily to resolve customer concerns and ensure the delivery of orders is as smooth as possible for our customers. • Communicate and manage relationships with various suppliers and vendors.

Role Description A Estante Mágica é um negócio de impacto social que acredita no poder da educação para transformar o mundo. Nosso objetivo é ambicioso: impactar 1 bilhão de crianças até 2030! E você pode fazer parte dessa missão incrível, ajudando-nos a dar voz às próximas gerações. Vamos juntos transformar o futuro? Estamos em busca de uma pessoa estagiária comunicativa, empática e encantadora, que queira se desenvolver na área de Relacionamento com o Cliente, aprendendo na prática como criar experiências incríveis para escolas, educadores e famílias. No time de Relacionamento, você terá contato direto com clientes, tecnologia e dados, desenvolvendo habilidades de comunicação, análise e uso de ferramentas digitais. Aqui, o encantamento anda junto com a inovação: você aprenderá a utilizar automações e Inteligência Artificial para tornar o atendimento mais eficiente, sem perder a conexão humana. - Atendimento a educadores e famílias por diferentes canais (telefone, videoconferências, WhatsApp e e-mail), desenvolvendo comunicação empática e encantadora. - Uso de ferramentas de automação e IA para apoiar o atendimento e otimizar tarefas do dia a dia. - Coleta e organização de feedbacks e informações das interações, aprendendo a identificar padrões e oportunidades de melhoria. - Acompanhamento de solicitações de clientes internos e externos, com foco em clareza, empatia e resolução. - Vivência com plataformas de atendimento e relacionamento, como HubSpot e ferramentas de CX. - Desenvolvimento de organização, priorização e agilidade em uma operação dinâmica e de alto volume. Qualifications - Interesse em desenvolver habilidades de comunicação escrita e verbal, com clareza e acolhimento. - Curiosidade para aprender e utilizar ferramentas de Inteligência Artificial (como ChatGPT e assistentes virtuais). - Perfil analítico em desenvolvimento, com vontade de entender problemas e contribuir para soluções. - Organização para lidar com múltiplas demandas em ambiente remoto. - Facilidade e interesse em aprender novas ferramentas digitais (HubSpot, Slack, Notion, IA). - Estar cursando o Ensino Superior, com matrícula ativa. - Conhecimento intermediário em Pacote Office ou Google Drive. - Proatividade, dinamismo e vontade de aprender. - Boa capacidade de trabalho em equipe e colaboração. Requirements - Modelo de trabalho: Remoto - Carga horária de 30 horas semanais, das 9h às 16h (1 hora de almoço). - Bolsa estágio inicial de R$1.000,00, com reajuste para R$1.200,00 após 3 meses.

Role Description The Tier 2 Support Specialist provides advanced technical support, incident resolution, and system troubleshooting for VA users, applications, and infrastructure. In this role you will serve as the escalation point between Tier 1 service desk teams and Tier 3 engineering teams, ensuring timely resolution of complex issues impacting mission‑critical VA operations. The specialist works within VA OIT processes, adheres to TRM‑approved technologies, and supports secure, compliant IT service delivery for Veterans and VA staff. Responsibilities - Incident Resolution & Technical Support - Provide Tier 2 support for escalated incidents, service requests, and problem tickets across VA systems. - Troubleshoot issues related to networks, applications, and user access. - Resolve issues involving Active Directory, Group Policy, MFA, VPN, and identity/access management. - Support VA‑approved applications such as VistA, VES, VA.gov services, ServiceNow, and enterprise tools. - System & Application Troubleshooting - Diagnose and resolve issues related to Windows/Linux OS, software installations, and configuration errors. - Support patching, updates, and remediation activities in coordination with Tier 3 and engineering teams. - Assist with system performance issues, connectivity problems, and application failures. - Perform root‑cause analysis and document findings for recurring issues. - Security, Compliance & Governance - Ensure all support activities comply with VA cybersecurity policies, FISMA, NIST 800‑53, and Zero Trust principles. - Support ISSOs with vulnerability remediation, audit requests, and continuous monitoring tasks. - Maintain secure handling of sensitive Veteran and employee information in accordance with VA privacy standards. - Customer Service & Stakeholder Engagement - Collaborate with Tier 1 service desk teams to ensure accurate triage and escalation. - Communicate clearly with VA staff, PMs, CORs, and technical teams regarding issue status and resolution. - Provide guidance and knowledge transfer to Tier 1 teams to reduce future escalations. - Participate in Agile ceremonies and cross‑functional meetings as needed. - Documentation & Knowledge Management - Document troubleshooting steps, resolutions, and workarounds in ServiceNow or VA‑approved ITSM tools. - Create and maintain knowledge base articles, SOPs, and user guides. - Support change management processes, including RFC submissions and CAB participation. - Infrastructure & Modernization Support - Assist with cloud‑hosted application support in AWS, Azure, or VA Enterprise Cloud environments. - Support VDI platforms (VMware Horizon, Citrix) and remote access technologies. - Participate in modernization efforts involving VES, VistA integrations, and enterprise application upgrades. Qualifications - Associate’s or Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience). - 3+ years of technical support or system administration experience. - Experience supporting federal agencies (VA, DoD, HHS, DHS, etc.). - Strong troubleshooting skills across OS, networks, applications, and identity management. - Familiarity with ITSM tools such as ServiceNow. - Understanding of federal cybersecurity frameworks and secure support practices. Preferred - Experience with VA systems (VistA, CPRS, VBMS, VA.gov, IAM, TRM‑approved tools). - Certifications such as Security+, Network+, A+, ITIL, Microsoft, or equivalent. - Experience with T4NG/T4NG2, VA modernization, or VES transformation programs. - Experience supporting cloud, VDI, or enterprise monitoring tools. Working Conditions Standard Business hours are Monday through Friday. Occasional extended or weekend hours may be required based on operational needs. Must have reliable internet service that allows for effective telecommuting. Benefits - Medical, Dental, and Vision. - Health Saving Account (when enrolled in eligible plan) with Company contribution. - Company paid Life, Accidental Death, Short-term & Long-term Disability. - Voluntary Accident, Hospital Indemnity, & Critical Care Insurance. - Voluntary Medical & Dependent Care Flexible Spending Accounts. - Accrued Paid Time Off & Company Paid Holidays. - 401(k) Retirement Plan with Company match. Work Authorization Sprezzatura participates in E-Verify and will provide the federal government with your I-9 information to confirm that you are authorized to work in the U.S.

Role Description We are seeking dedicated and enthusiastic Customer Service Representatives to join our team. The ideal candidate will be responsible for providing exceptional service to customers through effective communication and problem-solving skills. This role requires a proactive approach to customer inquiries and the ability to manage multiple tasks efficiently in a fast-paced environment. Applicants must have their own equipment to perform required duties, including a computer, monitor, and reliable internet connection. Bilingual candidates are preferred, but not required. Responsibilities - Handle inbound and outbound calls with professionalism and courtesy - Provide accurate information regarding products and services to customers - Assist customers with inquiries, complaints, and requests in a timely manner - Perform data entry tasks to maintain accurate customer records in our database - Utilize proper phone etiquette to create a positive customer experience - Communicate effectively with team members and other departments to resolve issues - Collaborate with the call center team to achieve departmental goals Qualifications - Previous experience in a customer service or call center environment is required - Strong verbal communication skills with the ability to communicate clearly over the phone - Proficiency in data entry and computer systems; familiarity with office software is a plus - Excellent phone etiquette and interpersonal skills - Ability to multitask while maintaining attention to detail - Positive attitude and willingness to learn new processes - Experience handling a high volume of calls Requirements - Job Type: Full-time, Contract - Pay: $18.50 per hour - Shift: 9:30 AM – 6:00 PM - Location: Remote - Work Location: Remote Benefits - Dental insurance - Health insurance - Vision insurance