Junior Support Analyst

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

📋 Description

• Deliver consultative assistance to clients through chat and email channels.

• Aid customers in utilizing products by providing clear, tailored guidance.

• Record and route technical issues, ensuring follow-up on their resolution with the appropriate teams.

• Monitor the status and resolution of bugs in collaboration with the Product and Development teams.

• Compile and organize frequently asked customer questions, offering insights for projects and enhancements.

• Maintain above-average support ratings, ensuring a positive customer experience.

• Propose enhancements to support processes, prioritizing efficiency.

• Engage in team rituals, such as alignment meetings and planning sessions.

• Contribute to initiatives aimed at continuous improvement and collaborative process planning.

⛳️ Requirements

• Prior experience in customer support and/or customer service via chat.

• Proficiency in Portuguese.

• Strong computer skills and typing proficiency.

• Availability for full-time work, Monday to Friday, from 9:00 a.m. to 6:00 p.m. (40 hours per week).

• Excellent communication abilities, empathy, and comfort in interacting with diverse individuals.

• A sense of urgency and practical problem-solving skills.

• Capability to work effectively under pressure while staying calm and focused on outcomes.

• Team-oriented mindset, with a collaborative approach and a readiness to share knowledge.

• Commitment to meeting deadlines and deliverables while upholding support quality.

• Preferred: experience with Intercom.

• Preferred: coursework or experience in time management, project management, and emotional management.

• Preferred: experience in providing support via email or chat in high-volume settings.

• Preferred: understanding of support metrics and best practices in Customer Experience (CX).

• Preferred: customer support experience within technology firms, particularly those offering digital products or SaaS.

🏝️ Benefits

• Meal/Food Allowance: R$1,300 per month on a flexible benefits card, with no payroll deduction.

• Home Office Allowance: R$135 per month, with no payroll deduction.

• Health Insurance: Bradesco nationwide coverage.

• Dental Insurance: SulAmérica.

• Life Insurance.

• Extended parental leave through the Empresa Cidadã Program, encompassing adoption, same-sex couples, and single-parent families.

• Childcare Allowance for children up to 5 years old.

• Gympass/Wellhub.

• Conexa Saúde: 2 complimentary psychological consultations and 2 nutrition consultations per month.

• Guapeco: nationwide pet health plan with reimbursements of up to 100%.

• Language school partnership that provides discounts on English and Spanish courses.

• Profit-Sharing and Results Participation (PLR).

• Relax Week: business days off between Christmas and New Year’s Day.

• Workstation Allowance: R$2,400.

• Company-issued laptop on loan.

• Birthday day off.

• Great Place to Work™ certified organization.

• A feedback-driven culture featuring professional development guilds, an Individual Development Plan (IDP) during onboarding, Aurum Talks, regular meetings, OKR transparency, celebratory events, performance reviews, and development initiatives.