Analista de Suporte N1 Junior – Customer Experience

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

📋 Description

• Engaging in reactive multichannel support (via online chat/WhatsApp, tickets/email, and video calls) for both national and international clients across multiple products (RDSM, RD CRM, and RD Conversations);

• Investigating, analyzing, and resolving technical issues with a focus on identifying root causes and proposing sustainable solutions;

• Ensuring quality service that is effective, empathetic, and empowers clients to achieve autonomy in using our solutions;

• Prioritizing and organizing support in high-demand environments while maintaining transparency, focus, and productivity;

• Monitoring service indicators and customer satisfaction to uphold quality standards and SLAs;

• Suggesting and implementing daily improvements that enhance the mission of the department, including sharing insights with the team.

⛳️ Requirements

• Experience in customer support within technology companies, addressing technical usage issues of platforms that require logical reasoning and investigative thinking;

• Practical knowledge of customer support metrics;

• Previous experience handling simultaneous requests through multiple channels (primarily chat and email);

• Ability to assimilate a high volume of information and manage multiple tasks simultaneously;

• A genuine interest in providing excellent customer service and experience.

🏝️ Benefits

• Integral Well-Being: We take care of those who drive evolution. We prioritize the holistic well-being of each team member through actions and benefits that enable self-care resources across five pillars: Emotional, Financial, Physical, Occupational, and Social.

• Plurality and Belonging: Diversity is what makes us strong. We actively promote inclusion and belonging, ensuring that TOTVS is a place where you can be your true self.