Mid-Level Support Analyst

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

📋 Description

• Deliver consultative, personalized, and solution-focused customer support through chat.

• Proactively investigate and resolve issues by determining their root causes.

• Assist customers in understanding Astrea’s features, settings, and usage.

• Tailor communication based on each customer’s profile and level of understanding.

• Recognize usage challenges, adoption obstacles, and opportunities for guidance.

• Refer complex cases to other teams with comprehensive information and context.

• Detect patterns, recurring inquiries, and areas for enhancement.

• Highlight risks that may adversely affect the customer experience.

• Suggest enhancements to processes, procedures, workflows, and support documentation.

• Contribute to the team’s knowledge repository and procedural guidelines.

• Share expertise and best practices with team members.

• Engage in departmental projects and initiatives.

• Meticulously document customer interactions with accuracy and reliability.

• Monitor performance and quality metrics consistently.

• Keep informed about Astrea, its features, and updates.

• Organize and manage daily tasks and priorities with responsibility.

⛳️ Requirements

• Significant professional experience in customer care, customer service, support, or customer relations, managing customer issues independently.

• Experience in providing support via digital channels, particularly chat and/or customer engagement platforms.

• Excellent written and verbal communication skills.

• Capability to structure clear guidance for diverse audiences.

• Proficient in active listening and interpreting customer needs.

• Strong logical reasoning and investigative skills to analyze challenges and determine solutions.

• Autonomy and accountability in managing customer interactions and daily tasks.

• Robust organizational and prioritization skills.

• Agility and adaptability in acquiring new knowledge, tools, and processes.

• Commitment to personal professional development.

• Familiarity with digital tools and various systems.

• Ability to collaborate effectively.

• Enthusiasm for a consultative approach centered on customer experience and success.

• Preferred: experience in technology companies, especially SaaS.

• Preferred: background in Customer Experience, Customer Success, or Customer Care.

• Preferred: experience in providing consultative support and guidance to customers.

• Preferred: knowledge of support, CRM, and conversation management platforms such as Intercom.

• Preferred: understanding of CSAT, AHT, FCR, repeat contacts, and quality metrics.

• Preferred: knowledge of the customer journey, activation, adoption, and retention.

• Preferred: ability to identify patterns and recurring issues in customer communications.

• Preferred: involvement in process, procedure, or operational improvement initiatives.

• Preferred: experience in knowledge sharing, mentoring colleagues, or supporting training programs.

• Preferred: understanding of the legal market and the daily operations of professionals using Astrea.

🏝️ Benefits

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

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

• Bradesco national health insurance.

• SulAmérica dental insurance.

• Life insurance.

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

• Childcare allowance for children up to 5 years old.

• Gympass/Wellhub.

• Conexa Saúde, providing 2 free psychological consultations and 2 free nutritional consultations each month.

• Guapeco: pet health insurance with nationwide coverage and reimbursements of up to 100%.

• Partnerships with language schools, offering discounts on English and Spanish courses.

• Profit Sharing and Results (PLR).

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

• Workstation Allowance: BRL 2,400.

• Loaned laptop.

• Birthday day off.

• Great Place to Work certification.

• Feedback culture.

• Development guilds.

• Individual Development Plan (IDP) during onboarding.

• Aurum Talks.

• Frequent all-hands meetings with the entire Aurum team.

• OKR transparency.

• Celebratory events.

• Performance reviews.

• Development programs.