Anunciada dia A 18 h atrás
Missão do cargo
Junior Customer Support Analyst (Technical Support)About the OpportunityWe 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)
