Mid-Level Customer Support Analyst

Description

At Softgran Group, **we simplify data-driven management:** We create intelligent and intuitive solutions to transform decision-making in companies across the **Agribusiness, Small and Medium Enterprises (SMEs), and Professional Education** sectors. Here, we work with purpose, innovation, and real-world impact. Our team is **collaborative, agile, and passionate about solving complex problems simply**, leveraging cutting-edge technology and focusing on delivering value to our clients and society. If you seek a dynamic environment offering **career development paths, mentoring, flexibility, autonomy, and continuous learning**, Softgran Group is the ideal place to grow and build the future with purpose. **Responsibilities and Duties** **As part of our Customer Support Analyst team, you will be responsible for:** * Resolving customer inquiries and issues encountered while using our enterprise management software solutions—received via phone, email, or chat—addressing topics such as inventory control, cash flow, financial management, costs, sales, invoice issuance, etc. * Delivering delightful, timely support to resolve our customers’ issues as quickly as possible. * Collaborating closely with other teams, prioritizing customer success by appropriately routing tickets and tracking open cases through to final resolution and obtaining customer feedback. * Critically analyzing support requests to propose improvements and insights that enhance our products and services. * Contributing to achieving service efficiency and quality metrics. **Requirements and Qualifications** **Desired Skills and Knowledge:** * Bachelor’s degree—or currently enrolled—in Software Engineering, Systems Analysis, Accounting, Finance, Economics, Business Administration, or related fields; * Valid driver’s license (Class A/B); * Passion for delighting people through strong empathy, honesty, and transparency; **What personal attributes are essential for success in this role?** * Emotional intelligence to effectively engage with our customers, teams, and partners; * Enthusiasm for customer interaction and collaboration within multidisciplinary teams composed of complementary specialists; * Investigative mindset; * Strong organizational and communication skills; * Proactivity and commitment to excellence; * Planning and organizational abilities; * Initiative and problem-solving capability; **You’ll stand out if you have:** * Knowledge of business management/administration (Accounts Receivable, Accounts Payable, Cash/Banking, Inventory, Fiscal Document Issuance, Managerial Accounting, Taxation, Payroll). * Experience with ERP systems and customer support via chat, phone, or web-based ticketing systems. * Intermediate-to-advanced knowledge of tax-related topics, including invoice issuance, calculations, and taxation. **Additional Information** **Your Benefits** * A genuine career growth plan featuring structured learning stages and abundant knowledge sharing; * A feedback- and development-oriented culture, with regular coaching from your manager; * Co-payment health insurance plan; * CLT employment regime; * Full-time employment, Monday through Friday; * Life insurance; **JOIN OUR TEAM!** **If you thrive in an innovative, dynamic, and challenging environment, this is your opportunity! We’re seeking individuals who:** * Want to lead projects and build something meaningful. * Enjoy learning, experimenting, and applying new ideas. * Think **strategically and creatively**, solving problems with technology. * Aim to **positively impact** businesses, agribusiness, and society. At **Softgran Group**, we believe **technology and data can transform how decisions are made**, making management smarter, more intuitive, and more accessible. Our mission is clear: **to simplify data-driven management**, helping companies make **strategic and sustainable decisions** simply and effectively. If you belong to the new generation of talent **passionate about innovation, technology, and impact**, this is where you belong! **Learn more about what we do:** www.softgran.com.br www.agroxtech.com.br