Software Support Analyst

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

📋 Description

• Deliver prompt and professional assistance through email, chat, phone, and ticketing systems.

• Resolve common product, account, and workflow-related inquiries for both customers and internal users.

• Precisely document customer interactions, troubleshooting processes, and solutions.

• Refer urgent, unresolved, or complex issues to senior team members as necessary.

• Oversee assigned ticket queues and ensure timely follow-up and resolution of cases.

• Provide support across multiple products, communication channels, and operational requirements based on business needs.

• Uphold quality, productivity, and customer service standards across all assigned tasks.

• Develop and maintain knowledge of supported products, tools, and workflows through continuous training and coaching.

• Communicate effectively and professionally with customers, colleagues, and leadership.

• Work collaboratively with team members to enhance daily operations, share knowledge, and foster continuous improvement initiatives.

⛳️ Requirements

• A minimum of 1 year of experience in customer support, technical support, SaaS support, retail service, or a related area is preferred.

• Excellent written and verbal communication skills.

• Ability to handle multiple priorities in a dynamic environment.

• Quick to adapt and learn new tools, systems, and processes.

• Strong customer service orientation, with keen attention to detail and problem-solving abilities.

• Professional, dependable, coachable, and team-oriented work ethic.

• Proficiency in Portuguese and English is required (for communication via phone, email, and chat channels).

🏝️ Benefits

• Comprehensive benefits package including healthcare and home office allowance.

• Flexible hybrid or remote working options.

• Opportunities for career advancement within the organization.

• Access to learning and development resources.