Indeed
Level 1 Support Analyst
Job Summary:
We are looking for a Level 1 Support Analyst responsible for providing initial customer support, ensuring rapid resolution of low-complexity issues and appropriate guidance on platform usage.
Key Highlights:
1. Customer Service: Fast, effective and courteous
2. Diagnosis and resolution of low-complexity issues
3. Platform configuration and usage guidance
**\#JoinPoli**
We are looking for a Level 1 Support Analyst responsible for providing initial customer support, ensuring rapid resolution of low-complexity issues and appropriate guidance on platform usage. This professional serves as the frontline of customer service, resolving inquiries and incidents while escalating more complex matters to the appropriate support levels.
**Details:**
* Salary: R$ 2,000.00 + internal bonus (PoliCoins)
* Hybrid position (Southwest District, Goiânia)
* Monday to Friday, 8:00 AM to 6:00 PM (onsite); Saturdays, 8:00 AM to 12:00 PM on rotating schedule (remote)
* Meal allowance: R$32.67/day (Flash Benefits)
* Transportation allowance or fuel subsidy
* Health and dental plan – HAPVIDA
* Birthday day off
* Relaxing massage twice per week (onsite at headquarters)
* Employment type: CLT
**Responsibilities:**
**Customer Service:**
* Assist customers via chat, email, phone or ticketing system.
* Ensure fast, effective and courteous service to resolve customer requests.
* Issue Diagnosis and Resolution:
* Perform basic diagnostics on support workflows, integrations or platform configurations.
* Resolve low-complexity incidents, such as incorrect configurations, authentication errors or common usage failures.
* Escalate more complex incidents or bugs to Level 2 Support or Development team when required.
**Configuration and Guidance:**
* Assist with initial bot setup, communication channels (WhatsApp, Messenger, Instagram, etc.) and pre-approved templates.
* Guide customers on platform usage, leveraging guides, documentation and standard procedures.
* Documentation and Recordkeeping:
* Maintain detailed and accurate records of all interactions in the ticket management system.
* Update the knowledge base with frequently asked questions (FAQs) and solutions to promote customer self-service.
**Follow-up and Quality Assurance:**
* Ensure customer satisfaction by tracking tickets until final resolution, even if escalated.
* Propose support process improvements based on feedback and hands-on experience.
* Basic Financial Support:
* Assist customers with simple financial inquiries.
* Verify payment status (paid or pending invoices).
* Generate bank slips or payment links.
* Clarify charges, subscription cycles or due dates.
* Perform basic subscription or plan adjustments.
**Requirements:**
* Prior experience in customer service or technical support.
* Strong verbal and written communication skills.
* Basic knowledge of customer service systems and ticket management.
* Ability to identify and resolve low-complexity technical issues.
* Organized, proactive and results-oriented.
* Familiarity with digital communication platforms (WhatsApp, Messenger, Instagram, etc.) is a plus.
Here you’ll find lots of \#GreatPeople and tremendous growth! ?

R. 19, 138 - St. Central, Goiânia - GO, 74030-090, Brazil
R$2,000/month