Support Analyst – Junior

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

📋 Description

• Manage multiple support tickets concurrently, addressing both technical and operational queries related to the platform.

• Identify and resolve first-level issues, escalating them to the technical team when appropriate.

• Document all support interactions in the helpdesk tool with clear and standardized records.

• Adhere to and fulfill the first-response and resolution SLAs established by the team.

• Recognize recurring inquiries and contribute to the knowledge base, including FAQs and response templates.

• Work alongside Product and Technology teams to report bugs and propose enhancements identified during support interactions.

⛳️ Requirements

• Prior experience in customer support, particularly with ticketing systems.

• Exceptional written communication skills: clarity, conciseness, and strong grammar.

• Capability to handle multiple conversations simultaneously without compromising service quality.

• Patience and a problem-solving approach, especially when assisting stressed customers.

• Well-organized with the ability to consistently document and log support interactions.

🏝️ Benefits

• Meal & Food allowance via Caju Benefits for flexible usage.

• SulAmérica Special 100 Health Plan with nationwide coverage and private room accommodations.

• Primary member and one dependent fully covered by the company.

• SulAmérica Dental Plan offering complete coverage.

• Access to TotalPass for gyms and wellness services for employees and their dependents.

• Happy Day: one additional day off during your birthday month.

• Welcome onboarding kit provided.

• 100% remote work from home.