Central Support Analyst

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

📋 Description

• Deliver low to medium complexity assistance by addressing inquiries related to navigating and utilizing the Customer Portal.

• Document suggestions and incidents appropriately.

• Maintain comprehensive records of support cases, enhancement suggestions, and requests within the system.

• Foster clear and effective communication with customers.

• Keep customers updated on the status of ongoing activities.

• Escalate any unresolved requests or incidents to the subsequent support level.

• Notify the Coordination team and take necessary actions regarding potential customer risks or crises.

• Contribute towards achieving individual performance metrics and departmental objectives.

• Enhance the knowledge base with solutions and articles utilizing the KCS methodology.

• Pursue solutions while upholding data privacy, security, and compliance with data protection regulations.

⛳️ Requirements

• Completed or in-progress higher education.

• Experience with JIRA or similar demand management platforms is preferred.

• Familiarity with CISCO, Dígitro, or other telephony platforms is a plus.

• Intermediate skills in Zendesk are desirable.

• Basic proficiency in Excel is required.

🏝️ Benefits

• Opportunity to work from home.

• 90-day temporary position with the potential for permanent employment.