Customer Support Analyst – Educational System

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

📋 Description

• Facilitate clear, ongoing, and transparent communication with clients about the progress of their tickets.

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

• Evaluate the contractual scope of requests to determine coverage, hour utilization, or the necessity to engage the commercial team.

• Inform clients in advance about the classification and management of their requests.

• Serve as a bridge between clients and internal teams (Support, Product, Services, DevSecOps, and Sales/Commercial).

• Ensure that tickets are transferred with comprehensive context to the appropriate teams.

• Monitor the progress of requests until they are fully resolved.

• Track metrics such as SLA, CSAT, response time, and overall customer-portfolio performance.

• Identify operational risks and suggest data-driven enhancements to processes.

• Foster team development through the sharing of knowledge.

• Contribute to the advancement of the knowledge base.

• Propose enhancements to automated triage and the customer service chatbot.

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

⛳️ Requirements

• Bachelor's degree in Business Administration, Education, IT, Communications, or a relevant field (completed).

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

• Demonstrated experience in comprehensive problem resolution.

• Ability to abstract and pinpoint root causes.

• Capability to negotiate with various internal stakeholders without formal authority.

• Operational understanding of academic processes.

• Excellent written and verbal communication skills.

• Independence to make decisions within one's own scope.

• Familiarity with ticketing systems (Zendesk, Freshdesk, or similar).

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

• Proficient in using Office 365.

• Nice-to-have: experience with Zendesk, Jira, NetSuite, Support Center, conversational AI tools, support automation, ITIL Foundation certification, and support process enhancement.

🏝️ Benefits

• Health insurance.

• Meal allowance (VA) or meal voucher (VR).

• Birthday day off.

• Paternity leave.

• Childcare assistance.

• Work-from-home allowance.