Junior Technical Support Analyst

Description

Job Summary: We are looking for a professional to resolve customer requests with quality and attention, delivering an excellent customer experience and contributing to the continuous improvement of workflows and team development. Key Highlights: 1. Focus on solving problems and creating solutions for customers 2. Collaborative and technology-passionate team 3. Opportunity to become an authority in electronic invoice issuance We are the simplest and most powerful infrastructure for issuing electronic service invoices (NFS-e), product invoices (NF-e), and consumer invoices (NFC-e/CF-e S@T/MFe) on this planet. Nota Gateway is the #1 choice for those who want to deliver the best invoice automation experience for their developers and customers (okay, with the help of many bits!). Join the community of fast-growing SaaS, ERP, and enterprise companies worldwide, offering cutting-edge technology and ultra-specialized support for electronic invoice automation. None of this would be possible without an incredible, collaborative, and technology-passionate team. Now, we want you on board! Your main challenge will be resolving our customers’ requests with high quality and attention, delivering an excellent support experience. We go beyond problem resolution — we are solution creators! In addition, you will be responsible for: ● Responding to customers and providing follow-up support across various communication channels, including calls, email, phone, smoke signals, and virtually any communication medium invented by humanity, answering user questions; ● Representing the customer internally by escalating their issues to the highest possible level, influencing and negotiating with others to resolve problems; ● Escalating, when necessary, issues involving the development team while providing all documented evidence; ● Conducting technical calls with developers from other companies; ● Managing and tracking support tickets on the customer support platform; ● Contributing to projects aimed at improving our customer-facing workflows; ● Collaboratively contributing to team development; ● Becoming an authority in the concept of automated electronic invoice issuance! Required and Desired Qualifications: ● Strong communication skills and empathy toward customers; ● Customer focus and problem-solving orientation; ● Strong investigative ability and curiosity when troubleshooting issues; ● Understanding of the product to perform effective support work; ● Self-management and organizational skills to meet support response deadlines; ● Fast learning ability; ● Results- and quality-oriented approach to support activities; ● Proactivity in suggesting process improvements and ideas; Requirements: ● Reside in Belo Horizonte or its metropolitan area; ● Minimum 1 year of experience supporting ERPs and/or digital products; ● Knowledge of APIs; ● Experience with Postman; ● Excellent verbal and written communication, organizational, and teaching skills; ● Assertiveness and proactivity in problem resolution and process improvement suggestions; Bonus Qualifications: ● Completed or ongoing degree in Information Systems, Systems Analysis and Development, Computer Science, or related fields; ● Experience with ticket management tools: Movidesk, Zendesk, Freshdesk; ● Knowledge of Electronic Invoices (Nota Fiscal Eletrônica); ● Familiarity with XML and JSON; ● Technical knowledge of endpoints (GET, POST, DELETE); ● Experience in SaaS companies; ● Knowledge of technical documentation analysis and structure; ● Experience with chat-based customer support! Employment Type: Full-time, CLT (Consolidated Labor Laws) Compensation: Starting at R$2.215,96 per month Benefits: * Health insurance * Dental insurance * Childcare allowance * Internet allowance * Life insurance * Remote work * Food allowance * Meal voucher Work Location: Hybrid remote work based in Belo Horizonte, MG