Junior N1 Support Analyst – Customer Experience LATAM

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

📋 Description

• Deliver responsive, multichannel assistance through live chat/WhatsApp, tickets/email, and video conferencing.

• Offer support across multiple products including RD Station Marketing, RD CRM, and RD Conversas, aiding both local and international clients.

• Assist customers from various Latin American nations while considering cultural distinctions, market dynamics, and specific requirements.

• Investigate, analyze, and resolve technical challenges by determining root causes and proposing sustainable solutions.

• Provide high-quality, effective, and empathetic support that encourages customer independence.

• Prioritize and manage requests in high-demand settings while ensuring transparency, focus, and productivity.

• Monitor support performance, customer satisfaction, quality metrics, and service level agreements (SLAs).

• Suggest and implement operational enhancements and share insights with the team.

⛳️ Requirements

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

• Experience in assisting customers from other countries or working in LATAM/international operations.

• Proficiency in Spanish and Portuguese, as per operational needs.

• Practical knowledge of customer support metrics.

• Previous experience managing simultaneous requests across multiple channels, particularly chat and email.

• Capability to process large amounts of information and handle multiple tasks at once.

• Strong communication abilities and comfort in interacting with individuals from diverse cultures and backgrounds.

• Willingness and enthusiasm for supporting customers from various Latin American nations.

• Basic understanding of digital marketing processes (a plus).

• Experience in multi-product companies and/or B2B SaaS organizations (a plus).

• Familiarity with Service Cloud, Zendesk, Slack, and G Suite (a plus).

• Basic knowledge of how web pages function (a plus).

🏝️ Benefits

• Comprehensive well-being resources that support emotional, financial, physical, occupational, and social wellness.

• A workplace that fosters continuous learning, growth, and career advancement.

• Freedom to take initiative and pursue outcomes that add value for customers and society.

• Initiatives focused on inclusion, diversity, and a sense of belonging.

• Recruitment process that includes Mindsight, interviews, and a support simulation.