Junior Customer Support Analyst (Technical Support)
About the Opportunity
We are looking for a Customer Support Specialist to join a global technology team supporting innovative digital products and platforms.
This is a long-term remote opportunity for professionals based in Brazil who enjoy solving problems, helping customers, and working closely with product and engineering teams in a fast-paced environment.
The ideal candidate combines strong customer service skills with technical curiosity and the ability to troubleshoot software-related issues.
Key Responsibilities
* Serve as the first point of contact for customer support inquiries.
* Capture and document critical issue details within the ticketing system.
* Troubleshoot software and platform-related issues through investigation and testing.
* Guide customers through troubleshooting steps and identify whether issues are technical defects or user knowledge gaps.
* Maintain clear and professional communication with customers throughout the resolution process.
* Collaborate closely with Product and Engineering teams to escalate and resolve complex issues.
* Contribute to the continuous improvement of support processes and knowledge base documentation.
* Assist in monitoring service levels and support performance metrics.
* Identify recurring issues and recommend process or product improvements.
Required Qualifications
* 1+ year of experience in Customer Support, Customer Service, Technical Support, Help Desk, Service Desk, or similar roles.
* Experience working with ticketing systems.
* Strong troubleshooting and problem-solving skills.
* Excellent written communication skills.
* Ability to explain technical concepts in a simple and customer-friendly manner.
* Experience supporting a high volume of customer inquiries.
* Strong organizational skills and attention to detail.
* Ability to work independently in a remote environment.
* Professional English communication skills (written and verbal).
Preferred Qualifications
* Experience supporting SaaS products or technology platforms.
* Familiarity with Jira, Confluence, Intercom, or similar support tools.
* Experience collaborating with software engineering or product teams.
* Previous experience creating support documentation or knowledge base articles.
* Leadership or customer service management experience is a plus.
What We're Looking For
* Customer-first mindset.
* Empathy and strong communication skills.
* Curiosity and passion for technology.
* Ability to manage multiple priorities simultaneously.
* Continuous learning mentality.
* Strong sense of ownership and accountability.
Work Environment
* 100% Remote (Brazil)
* Long-term project | PJ
* International team environment
* Schedule aligned with U.S. Central Time (CST)