Customer Support Analyst – Night Shift

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

📋 Description

• Deliver Tier 1 (N1) support

• Offer multichannel customer assistance to address inquiries

• Record and follow up on requests

• Support customers in navigating the platform

• Detect issues and opportunities for enhancement

• Update operational documentation

• Aid in monitoring departmental metrics and processes

• Assist customers through official channels concerning contracts, inspections, terminations, amendments, and platform usage workflows

• Provide support and engage with customers assertively, ensuring solution viability and identifying potential risks

• Document requests in the system (tickets), including evidence and comprehensive details

• Analyze issues related to tickets, projects, and the product, and suggest improvements

• Update ClickUp cards and input customer data and commercial information related to contracts

• Prepare and oversee tracking spreadsheets, monthly reports, and departmental metrics

• Deliver reactive multichannel support, emphasizing quality, empathy, and personalization

• Encourage customer independence in using the platform

• Participate in meetings, training sessions, and ongoing development initiatives

• Work Monday to Friday, from 2:45 p.m. to 9:00 p.m., and Saturdays, from 8:00 a.m. to 2:15 p.m.

⛳️ Requirements

• Experience in customer support (Service Desk, Help Desk, or Technical Support)

• Familiarity with chat platforms (RD Conversas or similar)

• Experience in creating and managing tickets in support systems

• Previous experience with ClickUp

• Proficiency in providing technical customer support to resolve platform-related issues

• Capability to prepare and update reports

• Knowledge of multichannel support

• Technological proficiency

• Experience in providing support within the real estate sector

• Clear and assertive communication skills

• Strong organizational skills and attention to detail

• Flexibility and adaptability

• Inquisitive mindset

• Experience in managing situations that require logical reasoning and investigative skills

• Customer experience orientation

• Energetic and dynamic attitude

• Proficiency in Portuguese

🏝️ Benefits

• Home office allowance

• Meal voucher

• Day off