Customer Support Analyst

Description

Job Summary: As a Customer Support Analyst, you will be responsible for providing efficient assistance to customers, mastering tools and systems, resolving inquiries and issues, and guiding users with empathy and proactivity. Key Highlights: 1. Provide efficient assistance and resolve customer inquiries 2. Assist in problem resolution and demand triaging 3. Enhance the FAQ and test new features **About the Opportunity:** In the role of Customer Support Analyst, you will be responsible for delivering efficient customer support, ensuring resolution of questions and issues related to the company's products and services. You must master the tools and systems sold by the company, stay updated on all releases, and apply your IT knowledge to guide users in tasks such as adding new users, creating categories, and navigating system menus. **Key Responsibilities:** * Provide customer support for company services via phone, email, chat, or videoconference; * Keep customers informed about service changes, trends, and opportunities; * Log customer requests, support tickets, and suggestions received from users; * Assist users in resolving low-complexity issues; * Perform issue triaging and ensure proper routing of requests to other responsible parties and departments within the company, when necessary; * Assist in testing new features, proof-of-concepts, and pilot programs; * Log inconsistency reports and suggestions in the project management tool; * Continuously enhance the customer support FAQ as new questions and answers emerge; * Record tutorial videos. **Requirements and Qualifications:** * Currently pursuing or completed degree in Psychology, Business Administration, Communications, Management Processes, Commercial Management, or related fields; * Experience in customer service, including phone and video call support; * Intermediate/advanced technical knowledge; * Strong oral and written communication skills; * Ability to express oneself clearly and concisely; * Empathy, charisma, and courteous demeanor; * Patience and proactivity. **Our Benefits:** * Meal/Voucher card (Flash); * Transportation allowance; * Outpatient Health Plan (Unimed) + Dental Plan (Uniodonto); Wellhub (Gympass) — access to gyms, studios, and physical activities; ️‍* ️ * Guia da Alma — online therapy and emotional well-being platform, with various mental health professionals; * Childcare allowance; * Life insurance; ️ * Conexão Premiada — talent referral incentive program; * Inspiring environment focused on development and high performance! This is a fully on-site position located in Lajeado/RS. If you are communicative, proactive, and skilled at solving problems with empathy and organization, we want to meet you! We seek enthusiastic professionals eager to learn and deliver exceptional service, ensuring the best experience for our customers. Join us and help transform healthcare management in Brazil! ✨