Junior Level 1 Support Analyst – Customer Experience

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

📋 Description

• Deliver responsive, multichannel support (through online chat/WhatsApp, tickets/email, and video calls) for various products (RDSM, RD CRM, and RD Conversas) to both national and international clients.

• Analyze, investigate, and resolve technical issues, concentrating on uncovering root causes and recommending sustainable solutions.

• Provide high-quality, resolution-focused, and empathetic support that enables customers to utilize our solutions independently.

• Organize and prioritize tasks in high-demand settings while ensuring transparency, focus, and productivity.

• Track support and customer satisfaction metrics, ensuring compliance with quality standards and SLAs.

• Suggest and implement daily enhancements that further the team's objectives, including sharing insights with colleagues.

⛳️ Requirements

• Proven experience in customer support within technology firms, addressing technical platform usage challenges that necessitate logical reasoning and investigative skills.

• Solid understanding of customer support metrics.

• Prior experience managing multiple inquiries across various channels (mainly chat and email).

• Capability to absorb a significant amount of information and handle multiple tasks simultaneously.

• Basic knowledge of digital marketing processes (preferred).

• Background in multiproduct and/or B2B SaaS companies (preferred).

• Familiarity with platforms like Service Cloud, Zendesk, Slack, and G Suite (preferred).

• Fundamental understanding of how web pages operate (preferred).

• Aspiration to be (or become) an active community member, sharing knowledge within and outside the organization through events, articles, mentoring, projects, and volunteer activities (preferred).

🏝️ Benefits

• Competitive salary and benefits package.

• Opportunities for professional development and growth.

• Collaborative and inclusive work environment.

• Flexible working hours and remote work options.