Mid-Level Support Analyst

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

📋 Description

• Provide assistance to customers through various support channels, including chat, email, tickets, and, when necessary, phone calls or meetings.

• Educate users on how to effectively utilize the platform, its features, and recommended best practices.

• Conduct an initial assessment of requests to swiftly identify the nature of the issue.

• Address low-complexity requests according to predefined workflows, documentation, and playbooks.

• Meticulously document all interactions in the system to maintain a comprehensive history and traceability.

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

• Escalate requests to N2 Support when necessary, ensuring to provide clear context and complete information.

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

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

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

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

⛳️ Requirements

• Prior experience in customer service or support is preferred.

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

• Basic understanding of Google Workspace or similar tools.

• Comfortable navigating technology and digital systems.

• Experience in high-volume support environments is a plus.

• Background in technical support or SaaS products is a plus.

• Experience working remotely is a plus.

• Previous involvement in creating documentation or contributing to a knowledge base is a plus.

🏝️ Benefits

• BRL 1,000 meal and food allowance (VA/VR) | iFood Card – no vacation deduction.

• BRL 150 home office allowance.

• Wellz – mental health/psychotherapy | No cost to employees.

• Gympass – physical wellness/gyms | Available to dependents.

• Guapeco – health plan for your pet.

• English classes | No cost to employees.

• Unimed health insurance | Co-pay applies.

• Coworking day reimbursement | Available in all Brazilian states.

• Extended parental leave.

• Baby gift basket for expectant parents.

• Farmasesi partnership | Santa Catarina only.

• Sesi Education partnership | Santa Catarina only.

• Birthday day off.

• Laptop and monitor shipped to your home.

• BRL 2,000 voucher to purchase any additional equipment you need.

• Remote work.

• Team members based throughout Brazil, further strengthening our culture of diversity.