Customer Support Analyst

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

📋 Description

• Manage support tickets according to established procedures and policies.

• Adhere to the operational workflows set forth by the organization.

• Ensure prompt response times for initial replies and throughout the entire support engagement.

• Seek assistance in atypical situations.

• Accurately record information and utilize tags and tools appropriately.

• Provide customer assistance via chat and email.

• Follow established scripts, talking points, and guidelines.

• Update information within internal systems.

• Support team members with various operational routines.

• Document completed support interactions.

• Recognize and escalate complex issues as needed.

• Maintain a minimum retention rate of 50%, comply with SLA, and adhere to established processes.

⛳️ Requirements

• Professional experience in providing bilingual customer support in English.

• Necessary equipment and infrastructure to work remotely, including a personal computer and reliable internet connection.

• Active CNPJ registration.

• Completion of high school education.

• Technical education background.

• Proficiency in English.

• Strong organizational skills.

• Effective problem-solving abilities.

• Skills in data analysis.

• Proficient written communication.

• Experience in bilingual customer support.

• Availability for afternoon shifts.

• Willingness to engage under an independent contractor (PJ) arrangement.

🏝️ Benefits

• Birthday gift card.

• Corporate target bonus.

• Day off on your birthday.

• Paid time off for independent contractors (PJ).

• Tem Saúde.

• Flexible card.

• MediQuo.

• TotalPass.