Customer Support Analyst – Educational System

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

📋 Description

• Maintain open, consistent, and transparent communication with clients regarding the status of their tickets.

• Keep clients updated on the status, category, priority, SLA, and forthcoming steps for each request.

• Evaluate the contractual scope of requests, identifying contract coverage, hour consumption, or the necessity for commercial engagement.

• Notify clients in advance about the classification and management of each request.

• Serve as the liaison between clients and internal teams (Support, Product, Services, DevSecOps, and Sales).

• Ensure tickets are directed to the appropriate teams with comprehensive contextual information.

• Monitor the progression of requests until they are resolved.

• Track KPIs such as SLA, CSAT, response time, and overall portfolio performance.

• Identify operational risks and suggest process enhancements based on data analysis.

• Facilitate team growth by sharing knowledge.

• Contribute to the development of the knowledge base.

• Recommend improvements for automated triage and the customer service chatbot.

• Assist in the creation and standardization of Support Center processes.

⛳️ Requirements

• Bachelor's degree in Administration, Education, IT, Communications, or related fields (postgraduate degree is advantageous).

• Experience in B2B support, Customer Success, or relationship management within an educational technology setting (EdTech, SaaS, academic management software).

• Demonstrated experience in resolving issues end-to-end.

• Capability to abstract and identify root causes.

• Negotiation skills across various internal teams without formal authority.

• Operational knowledge of academic processes.

• Excellent written and verbal communication skills, adaptable to customers, technical teams, and leadership.

• Autonomy to make decisions within one’s scope.

• Experience with ticketing systems such as Zendesk, Freshdesk, or similar.

• Experience in monitoring support metrics (SLA, CSAT, response time).

• Proficiency in using Office 365.

• Preferred: experience with Zendesk, Jira, NetSuite, and Support Center.

• Preferred: familiarity with conversational AI tools and support automation.

• Preferred: ITIL Foundation certification.

• Preferred: experience in enhancing support processes.

• Empathy and active listening skills.

• Strong interpersonal communication abilities.

• Consultative, customer-focused communication style.

• Analytical and critical thinking skills.

• Investigative and curious mindset.

• Organizational skills and attention to detail.

• Sense of priorities and proactive approach.

• Autonomy in decision-making.

• Maturity to navigate complex situations.

• Ability to collaborate across functions.

• Capacity to mentor and share knowledge.

• Results-oriented mindset.

• Resilience when managing multiple demands.

• Commitment to continuous improvement.

• Alignment with company values: simplifying lives, innovating, connecting people and teams, and leading by example.

🏝️ Benefits

• Ongoing training to keep you at the forefront.

• Meal allowance / Meal voucher for your daily comfort.

• Comprehensive health insurance for your well-being.

• Day off during your birthday month.

• Wellhub - Gympass.

• Pluxe-Cuida: psychological, financial, and legal support.

• SESC for leisure, culture, and well-being.

• Extended paternity leave.