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Job Summary: The professional will handle customer support, analyze requests, and assist in using commercial intelligence solutions, contributing to process improvement and excellence in support. Key Highlights: 1. Customer support for indirect channel clients of Commercial Intelligence products 2. Support in using solutions and clarification of operational and functional questions 3. Focus on continuous improvement and impact on the retail and industrial sectors **Want to join a team that delivers with purpose?** Neogrid is a publicly traded company (B3: NGRD3\) and a reference in **technology and data intelligence for retail, industry, and distribution**. For over 26 years, we have developed solutions that connect the entire consumption and supply chain, enabling our customers to make faster, smarter, and more profitable decisions. We are seeking individuals focused on continuous evolution, capable of guiding themselves by real and actionable business metrics, and who can help us impact the worlds of retail, industry, technology, and consumers. At Neogrid, we exist for our customers and dedicate ourselves daily to delivering outstanding results with excellence. We believe in the power of **diversity**, which broadens perspectives, fosters inclusion, and drives growth. Here, you’ll have the opportunity to demonstrate your value and challenge yourself while helping **the largest players in the national market** keep their businesses aligned with consumer demands! **Responsibilities and Duties** **In this role, you will:** * Provide customer support for indirect channel clients regarding Commercial Intelligence products; * Analyze and resolve low-to-medium complexity requests according to established processes and guidelines; * Support customers in using solutions, clarifying operational and functional questions; * Perform initial validations of data, connectivity, and business rules; * Record and keep support interactions updated in support systems; * Escalate high-complexity requests to higher support tiers, when applicable; * Contribute to updating documentation, knowledge bases, and support materials; * Help identify recurring issues and opportunities for process improvement; * Collaborate with internal teams to support incident resolution; * Meet defined SLAs, policies, and quality standards for support. **Requirements and Qualifications** **To succeed in this role, you should have:** * Currently pursuing or completed a bachelor’s degree; * Entry-level experience or basic knowledge in customer service or technical support; * Ability to analyze and solve low-complexity problems; * Intermediate Excel proficiency; * Strong written and verbal communication skills; * Organizational skills and ability to manage priorities; * Interest in learning about data, KPIs, and analytical solutions; * Familiarity with customer support tools and ticketing systems; * Collaborative mindset and openness to continuous learning; * Proactivity in seeking knowledge about the business and internal processes; * Logical reasoning. **Nice-to-have (Plus)** **It would be a plus if you have:** * Basic knowledge of data, KPIs, or performance analysis; * Familiarity with SQL or BI tools (e.g., Power BI, Looker, Tableau); * Prior experience in technical support, B2B customer service, or Customer Success; * Familiarity with SaaS environments and data-driven solutions; * Introductory knowledge of retail, industry, and/or supply chain; * Experience handling incidents, tickets, or SLAs; * Aptitude for learning business rules and analytical products; * Experience working in remote teams and using collaborative tools; * Interest in continuous improvement, automation, or AI applications in support; * Strong documentation and knowledge organization skills. **Additional Information** At Neogrid, People Matter. That’s why we offer benefits supporting both personal and professional development. Our opportunities are **Remote or Hybrid**, exclusively for candidates residing in Brazil! We offer **Flexibility** in working hours! We provide **Health Insurance**, **Dental Insurance**, and **Life Insurance** (all extendable to legal dependents). We offer **Medication Allowance**, extendable to children! We provide **Transportation Voucher** or **Parking Allowance**, for those living in cities where we have offices! With our **Flexible Meal/Voucher Allowance**, you decide how to use it. We support your well-being through **Wellhub** (formerly **Gympass**) and **TotalPass**. In your birthday month, you’re entitled to a day off — **on the date of your choice** — to rest as you wish. Count on our parental support program, **NeoBaby**, designed specifically for new mothers and fathers! We offer **Unico Skill**, an educational solution providing external training for continuous development. We provide **Childcare Allowance** and **Extended Parental Leave**: **6 months** for mothers and **30 days** for fathers. We also offer a **Referral Program**, bonuses, and much more! *Phew! Now all we need is you joining us.* **Who We Are** Born from an ambitious dream, Neogrid entered the world destined for greatness! For 26 years, we’ve built a powerful technology and data intelligence ecosystem — the only one capable of connecting and accelerating retail and industry to sell more, with greater margins. We possess a solid foundation of clients, data, technology, and security to sustain large-scale operations through actionable insights that support our clients’ business planning and execution. Today, over 8,000 companies — including the largest industries and retailers in Brazil and worldwide — rely on Neogrid solutions to optimize their operations. Our remote or hybrid work model is supported by offices in Joinville, São Paulo, and Florianópolis, offering spaces for collaboration, exchange, and celebration with our people. **The Neogrid Way** Our culture is alive and strong in everything we do: in gestures of collaboration, dedication to customers, and initiative to go beyond to achieve the best results. This is our way of being!
