Mid-level Support Analyst

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

📋 Description

• Engage with customers through various support channels (chat, email, tickets, and, when necessary, phone calls or meetings).

• Offer assistance to users regarding the platform, its functionalities, and optimal usage practices.

• Conduct the preliminary assessment of requests, swiftly determining the nature of the issues.

• Address low-complexity requests following established workflows, documentation, and playbooks.

• Diligently record all interactions within the system to maintain a comprehensive history and traceability.

• Appropriately classify and categorize tickets, prioritizing them based on their impact and urgency.

• Escalate issues to Level 2 Support when needed, ensuring that clear context and complete information are provided.

• Contribute to the knowledge base by enhancing FAQs, articles, and documentation.

• Assist in identifying recurring problem patterns and share valuable insights with the team.

• Maintain a focus on quality and efficiency, balancing ticket volume with customer experience.

• Track performance metrics (CSAT, response time, SLA) and strive for continuous improvement.

⛳️ Requirements

• Previous experience in customer service or support is preferred.

• Familiarity with support tools such as Zendesk, Movidesk, Intercom, Jira, or similar platforms.

• Basic knowledge of Google Workspace or similar applications.

• Comfortable navigating technology and digital systems.

• Nice to have: experience in high-volume support settings.

• Nice to have: experience in technical support or with SaaS products.

• Nice to have: experience working remotely.

• Nice to have: previous contributions to documentation or a knowledge base.

🏝️ Benefits

• Meal/Food allowance of R$1,000.00 | iFood card - no deduction during vacation.

• Home office allowance of R$150.00.

• Wellz - mental health/psychotherapy | Free for employees.

• Gympass - physical health/gyms | Extendable to dependents.

• Guapeco - pet health plan.

• English lessons | Free for employees.

• Unimed health insurance | With co-payment.

• Coworking daily reimbursement | Available for all states.

• Extended paternity and maternity leave.

• Welcome baby kit for expectant parents.

• Partnership with Farmasesi | Available only in Santa Catarina (SC).

• Partnership with Sesi Education | Available only in Santa Catarina (SC).

• Birthday day off.

• Company laptop and monitor shipped to you.

• R$2,000.00 voucher to purchase any additional equipment you need.

• Opportunity to work remotely with colleagues across Brazil.