Support Analyst, Junior/Mid-level – SaaS, CRM for e-commerce

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

📋 Description

• Deliver responsive support through chat and WhatsApp.

• Help in addressing customer inquiries with high quality and efficiency.

• Strive to resolve most inquiries independently, seeking team assistance when needed.

• Ensure timely responses while keeping customers updated.

• Aid in minimizing rework and the reopening of tickets.

• Assist in recognizing patterns and identifying potential root causes of issues.

• Document and organize information to enable future analysis.

• Keep a strong focus on customer satisfaction (NPS).

⛳️ Requirements

• Prior experience in supporting SaaS products.

• Excellent communication and organizational abilities.

• Logical reasoning skills and a keen interest in problem-solving.

• Proficient in utilizing digital tools.

• A proactive attitude towards learning and finding solutions with team support.

• Experience in the e-commerce sector.

• Familiarity with more complex systems or technical support environments.