Customer Support Engineer I Intern

Customer Support Engineer I Intern

About CloudWalk

CloudWalk is a fintech company revolutionizing the payments industry with innovative AI-driven solutions. We are a passionate team of dreamers and makers dedicated to building a smarter future for payments.

The Role

As a Customer Support Engineer I Intern, you will be the first point of contact for our valued customers, providing exceptional support and technical assistance. You will play a crucial role in resolving customer issues, ensuring their satisfaction, and contributing to our company's growth.

Responsibilities:

• Engage with customers through various channels (chat, email, phone) to provide timely and effective solutions.
• Analyze customer inquiries and technical issues, diagnosing and resolving them efficiently.
• Offer alternative solutions and strive to retain and delight customers.
• Conduct follow-ups and manage callbacks to ensure customer satisfaction.
• Explore opportunities to automate processes and enhance customer engagement using AI technologies.

Qualifications:

• Exceptional communication skills with the ability to interact effectively in diverse situations.
• Strong desire to deliver outstanding customer experiences.
• Analytical and problem-solving skills with a meticulous attention to detail.
• Fluency in Portuguese and upper-intermediate English skills.
• Fundamental understanding of prompt engineering and AI technologies.
• Basic knowledge of SQL.

Nice to Have:

• Familiarity with programming languages, particularly Ruby or Python.

Benefits:

• Opportunity to learn and grow in a dynamic and supportive remote environment.
• Collaboration with a diverse and innovative team.
• Autonomy and flexibility in a fully remote setting.

Join CloudWalk and be a part of building a smarter, AI-driven future for payments!

Qualifications

Required:

• Exceptional written and verbal communication skills in Portuguese.
• Upper-intermediate English proficiency for internal communication.
• Strong analytical and problem-solving abilities.
• Demonstrated ability to learn quickly and adapt to new technologies.
• Fundamental understanding of prompt engineering and AI technologies.
• Basic knowledge of SQL.
• A passion for delivering outstanding customer experiences.

Preferred:

• Familiarity with programming languages, particularly Ruby or Python.

Key Responsibilities

• Provide exceptional customer support: Engage with customers via chat, email, and phone, addressing inquiries and resolving technical issues promptly and efficiently.
• Diagnose and resolve customer issues: Analyze customer problems, identify root causes, and implement effective solutions.
• Offer alternative solutions: Propose creative and tailored solutions to customer challenges, aiming to exceed expectations and foster customer loyalty.
• Manage customer interactions: Conduct follow-ups, schedule callbacks, and ensure a positive and seamless customer experience throughout the support process.
• Automate and optimize support processes: Leverage AI and technology to streamline support workflows, enhance efficiency, and improve customer engagement.

About CloudWalk

CloudWalk is a leading fintech company revolutionizing the payments landscape with cutting-edge AI technology. We're not just building another payment platform; we're crafting a smarter, more inclusive financial future.

Driven by a passionate team of dreamers, makers, and tech enthusiasts, CloudWalk empowers millions of customers worldwide with seamless and secure payment solutions. We're committed to innovation, constantly pushing the boundaries of what's possible in the world of finance. Join us as we build the future of payments, one intelligent transaction at a time.

CloudWalk Customer Support Engineer I Intern Selection Process

Phase 1: Application Review (AI-Powered)

• AI analyzes resumes and cover letters for keyword relevance, skills matching, and experience alignment with the job description.
• Shortlisted candidates are invited to complete a brief online assessment testing their communication, problem-solving, and technical aptitude.

Phase 2: Video Interview (Human & AI)

• Candidates participate in a pre-recorded video interview answering behavioral and technical questions.
• AI analyzes responses for clarity, confidence, and alignment with desired qualities.
• Top performers are invited for a live video interview with a hiring manager.

Phase 3: Technical Assessment (Human)

• Candidates complete a practical technical assessment simulating real-world customer support scenarios.
• This may involve troubleshooting technical issues, crafting effective communication, and utilizing AI tools.

Phase 4: Final Interview (Human)

• Finalists participate in a final interview with a team of CloudWalk representatives, focusing on cultural fit, team dynamics, and long-term career goals.

Phase 5: Decision & Onboarding

• The hiring team reviews all assessment results and makes a final decision.
• Selected candidates receive a formal offer and begin the onboarding process.

This streamlined process ensures a fair and efficient evaluation of candidates, leveraging AI to optimize efficiency while maintaining human touchpoints for personalized assessment.