Analista de Suporte Júnior

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Provide consultative support to clients via chat and email, ensuring clarity, empathy, and effectiveness.

• Offer assistance on product usage, guiding clients in a didactic and personalized manner.

• Record and forward technical tickets, monitoring their resolution with the responsible teams.

• Track the progress and resolution of bugs in collaboration with the product and development teams.

• Gather and organize recurring client inquiries, contributing insights for projects and improvements.

• Maintain above-average performance in service evaluations, delivering a positive experience in every interaction.

• Propose enhancements to service processes, focusing on efficiency.

• Participate in team ceremonies, including alignment and planning meetings.

• Contribute to the development of continuous improvement actions and process planning.

⛳️ Requirements

• Previous experience in customer support and/or service via chat.

• Proficiency in the Portuguese language.

• Strong knowledge of computer skills and typing.

• Availability for full-time work, Monday to Friday, from 9 AM to 6 PM (40 hours per week).

• Be communicative, empathetic, and able to interact with various personality types.

• Sense of urgency and the ability to solve problems practically and efficiently.

• Enjoy working in a team, with constant collaboration and exchange.

• Commitment to deadlines and deliverables, maintaining high-quality service.

• Prior experience with the Intercom tool is a plus.

• Courses or experience in time management, project management, and emotional management are advantageous.

• Experience with email or chat support in high-demand environments is a plus.

• Knowledge of service metrics and best practices in Customer Experience (CX) is an advantage.

• Experience in customer support in technology companies, digital products, or SaaS is a plus.

🏝️ Benefits

• Meal Allowance: R$ 1,300 monthly on a flexible card, with no payroll deductions.

• Home Office Assistance: R$ 135.00 monthly, with no payroll deductions.

• Health Plan: National coverage with Bradesco.

• Dental Plan: Provided by SulAmérica.

• Life Insurance.

• Extended parental leave.

• Childcare assistance for children up to 5 years old.

• Gympass/Wellhub membership.

• Conexa Saúde, offering 2 free psychological consultations and 2 nutritional consultations per month.

• Guapeco: pet health plan.

• Partnership with language schools, offering discounts for English and Spanish courses.

• Profit Sharing and Results Participation (PLR).

• Relax Week, with no workdays between Christmas and New Year.

• Loaned laptop.

• Workplace Assistance of R$ 2,400.00.

• Birthday Leave.

• Feedback culture.

• Development guilds.

• Personal Development Plan during onboarding.

• Aurum Talks.

• Transparency in OKRs.

• Commemorative actions.

• Performance evaluation.

• Development programs.