Customer Support Analyst

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

📋 Description

• Deliver customer support through phone, email, and chat, ensuring a thorough understanding of the situation before suggesting solutions.

• Examine issues independently before escalating to other teams, performing the necessary tests and evaluations.

• Collaborate with relevant departments such as Finance, Product, and Application Support, providing comprehensive information.

• Address customer objections effectively in situations involving inquiries or cancellations, utilizing clear and context-specific reasoning.

• Assist customers by guiding them on features, best practices, and support channels, including the Help Center.

• Document all interactions in Salesforce and ZohoDesk, maintaining an up-to-date and traceable history.

• Solicit feedback at the conclusion of support interactions and leverage it for continuous improvement.

• Monitor personal KPIs and create an Individual Development Plan (IDP) during one-on-one sessions with leadership.

⛳️ Requirements

• Proven experience in providing customer support within digital environments, effectively managing phone, chat, and email interactions simultaneously.

• Proficiency in Google Sheets.

• Familiarity with major operating systems: Windows, iOS, and Android.

• Strong analytical skills to assess scenarios, determine root causes, and clearly outline next steps.

• Exceptional verbal and written communication skills.

• Ability to adapt communication style to suit the customer's profile.

• Excellent organizational skills to handle multiple interactions concurrently without sacrificing quality or deadlines.

• Understanding of the operational dynamics of manufacturers, distributors, and sales representatives (a plus).

• Experience with system or ERP integrations (a plus).

• Background in handling objections, managing churn, and working in customer success (a plus).

• Familiarity with Salesforce, ZohoDesk, or Metabase (a plus).

🏝️ Benefits

• Profit-Sharing and Results-Based Bonus Program.

• Home office allowance.

• Meal and food allowance on the Caju flexible benefits card.

• Budget to set up your home office.

• National health and dental insurance coverage.

• Access to Moodar for online psychological support, available to family members as well.

• Vidalink partnership offering discounts at pharmacies.

• Access to an educational platform providing full scholarships for undergraduate and graduate degrees, short courses, language courses, and MBAs.

• Wellhub membership promoting physical activities and overall well-being for you and your family.

• Fully remote work / Remote-First company.

• CLT employment contract.

• Well-structured Individual Development Plan (IDP).

• Feedback-driven culture with regular one-on-one meetings.

• Six-month maternity leave and 20-day paternity leave.

• Day off in your birthday month.

• Employee referral bonus.

• Livro Livre book benefit.

• Partnerships with educational and language institutions.

• Training sessions and workshops.

• Annual trips to Joinville, Santa Catarina, for in-person gatherings.

• Company laptop becomes the employee's property after 48 months of usage.

• Monthly in-person and remote happy hours.

• Optional annual flu vaccination.

• Gifts and special perks on commemorative dates.

• Compensation review policies aligned with market standards.