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Job Summary: Join a young, dynamic, and agile company focused on innovation and exceeding customer expectations, valuing collaboration and creativity to transform businesses. Key Highlights: 1. Dynamic, collaborative, and innovative environment 2. Focus on innovation and quality 3. Passionate and committed team If you identify with a young, dynamic, and agile company where curiosity and a thirst for innovation are core principles—and whose goal is delivering high-quality service while exceeding customer expectations—then Vertem is the place for you! Here, we value collaboration and creativity, constantly seeking innovative solutions to market challenges. Our team consists of passionate and committed professionals working in an inspiring and stimulating environment. At Vertem, we believe in the power of technology to transform businesses and continuously evolve to deliver the best solutions to our customers. Join this incredible team and make a difference with us!!! **Responsibilities and Duties** **Customer Support:** * Provide first-level customer support via phone or internal system; * Promptly and courteously register and track requests, inquiries, and complaints; * Concierge duties to manage critical issues or participant recoveries; * Maintain clear and professional communication, always prioritizing customer satisfaction; **Ticket and Request Tracking:** * Open, monitor, and close tickets in the system (e.g., Service Desk, Sales Force, CRM, etc.); * Collaborate with internal departments (technical, commercial, procurement, etc.) to ensure resolution of customer requests; * Ensure SLA deadlines are met and keep customers informed about request status; **Administrative Support:** * Assist in administrative processes related to customer support, such as report submission, database updates, and document control; * Maintain up-to-date records of interactions, incidents, and feedback; **Relationship Management and Post\-Sales:** * Monitor the customer journey after service/product delivery; * Identify opportunities to improve customer support or internal processes impacting customer experience; **Reporting and Metrics:** * Generate simple performance and customer support reports (e.g., number of tickets, types of requests, resolution time, etc.); * Assist in analyzing customer support metrics and propose basic improvements; **Requirements and Qualifications** * Bachelor’s degree completed in Administration, Finance, or related fields; * Intermediate proficiency in Microsoft Office Suite; * Experience in Customer Support; **Additional Information** **To balance work and personal life:** Flexible Office – 2 days remote and 3 days onsite. Birthday Day Off – Celebrate your special day your way \+ Points in our Marketplace. Flexible working hours – Greater autonomy to organize your routine. **To support your health and well\-being:** Sul América Health and Dental Plan. Sul América Life Insurance. Psychological support – Access to a platform with licensed psychologists. On\-site massage – A relaxing moment during your day. Decompression room – To recharge your energy. Total Pass – Access to gyms and physical activities. Fresh fruit in the office – For a healthy snack during work hours. **To simplify your daily routine:** Meal or Food Allowance – BRL 43.64 per day. Childcare allowance – For children up to 5 years old. Transportation Benefit, parking, or shuttle service – Guaranteed mobility. **To support your growth:** QultureRocks – Performance and development management platform. Education assistance – After 12 months with the company, we invest in your learning. Inspiring and disruptive culture – A dynamic, collaborative, and innovative environment. **To celebrate achievements and special moments:** Newborn Kit – A special gesture for new parents. Internal events and engagement initiatives – Team celebrations and relaxed moments together. Exclusive benefits for commemorative dates – Because every special moment deserves celebration! We are market leaders in engagement. We believe in the transformative power of “engaging” to build authentic, positive connections between brands and people. To achieve this, we possess deep expertise in the field. We bring together everything related to loyalty, incentives, and benefits to offer comprehensive solutions to our clients—developing applications, technologies, and strategies that define new market paradigms. **More diversity, more possibilities** Diversity is essential to our company. It brings pluralism of perspectives and helps multiply the paths we can take in our business. We encourage and value, for all positions, differences in race, color, religion, gender and gender identity, nationality, disability, sexual orientation, ancestry, or age.
