Junior Business Analyst, Support – Temporary

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

📋 Description

• Deliver compassionate, prompt, and solution-oriented assistance to merchants utilizing the platform.

• Engage with merchants thoughtfully, aiming to comprehend their true requirements.

• Collaborate with various departments including Product/Tech and Marketing to enhance the overall experience for merchants.

• Review previous support interactions to derive insights and propose operational enhancements.

• Employ tools that streamline support processes, organize tasks, and promote more effective workflows.

• Primarily manage the helpdesk inbox, responding to inquiries and overseeing your own tickets.

• Take part in the weekly evaluation of resolved conversations, assisting in identifying trends in recurring issues.

• Aid in documenting procedures and support reporting during larger incidents (e.g., a carrier affecting multiple orders).

⛳️ Requirements

• Expected experience: while prior support experience is not mandatory, previous customer service experience (in-person, online, helpdesk, CS, or similar) is appreciated.

• A willingness to learn and evolve with a team that encourages mutual support and collaboration.

• Excellent written communication and organizational abilities to manage multiple requests simultaneously.

• A keen interest in digital tools that facilitate support, time management, and data analysis.

• An analytical approach to comprehend the motivations behind incoming contacts and aid in anticipating solutions.

• A proactive, ownership-oriented, and collaborative mindset with a desire for personal development.

• Nice-to-have: experience in online customer support, preferably with helpdesk tools or CRMs.

• An interest in processes, automation, and initiatives that enhance the merchant experience.

🏝️ Benefits

• Health insurance

• Dental plan

• Life insurance

• Physical wellness programs, such as Wellhub or TotalPass

• Mental health support initiatives

• Flexible benefits via a Flash card

• Transportation allowance

• Partnership with SESC

• Partner perks club

• Day off on your birthday

• Extended maternity leave

• Extended paternity leave

• Discounts on Grupo Azzas 2154 brands