Support Analyst | Mid-level

Description

Today, we are the leading dental software in the Brazilian market. We serve over 12,000 clinics and dental offices, impacting the lives of more than 20 million people. Simples Dental is also part of the Henry Schein group, which holds the global leadership position in dentistry. Do you want to work at the startup that cares about every customer’s experience and how success is delivered throughout their entire journey with us? If your answer is YES, now is your moment! Let’s transform the dental market together? **Responsibilities and duties** **WHAT WILL THIS PERSON DO?** * Support Simples Dental customers via email, chat, ticket, Meet, and phone; * Guide customers on platform usage and its features; * Resolve known questions and issues, following defined workflows, documentation, and playbooks; * Perform proper triage and categorization of support requests; * Escalate requests when necessary, ensuring full context and complete information; * Create and review FAQs and knowledge base articles; * Share learnings and challenges during team meetings; * Deliver empathetic, human-centered support aligned with Simples Dental’s culture; * Monitor personal support metrics and pursue continuous improvement. **Requirements and qualifications** **WHO ARE WE LOOKING FOR?** Someone who: * Demonstrates empathy, active listening, and understanding of customer pain points; * Is dynamic and capable of supporting multiple areas of the system; * Has excellent written and verbal communication skills; * Relates well to others and enjoys working collaboratively; * Is proactive, organized, and possesses strong analytical abilities; * Has technical support experience (desirable but not mandatory); * Is familiar with technology and SaaS products; * Actively participates in team meetings and rituals; * Is eager to learn and contribute to the team’s growth! **WHAT WE SEEK?** * Strong written and verbal communication skills; * Organization and effective time management; * Basic knowledge of Google Workspace (Drive, Gmail, Docs, Sheets); * Ability to manage priorities and high volumes of support requests; * Collaboration and team spirit. **ADDITIONAL ASSETS (not required, but a plus!):** * Experience in customer support or technical support; * Experience with support tools (Zendesk, Freshdesk, Intercom, Jira, etc.); * Experience handling high-volume chats or tickets; * Experience working remotely. **Additional information** **WHAT DO WE OFFER?** Besides working at the coolest and most caring company you’ve ever seen (that’s what our employees say). * Meal/Voucher allowance of R$1,000.00 | iFood card – no deduction during vacations; * Remote Work Allowance of R$150.00; * Wellz – mental health/Psychotherapy | At no cost to the employee; * Gympass – physical health/Gyms | Extendable to dependents; * Guapeco – pet health plan; * English classes | At no cost to the employee; * Unimed health plan | With co-payment; * Coworking daily reimbursement | Available for all Brazilian states; * Extended paternity and maternity leave; * Onboard baby basket for future parents; * Farmasesi pharmacy agreement | SC only; * Sesi Education agreement | SC only; * Birthday day off; * Laptop and monitor shipped to you; * R$2,000.00 voucher to purchase additional equipment you may need. * People from diverse regions across Brazil to further strengthen our culture of diversity! We are a young company with extensive experience—and much still to learn. We believe in a better world for everyone, and therefore hire people based on equal opportunity regardless of gender, ethnicity, race, religion, sexual orientation, or any other factor. At Simples Dental, we believe in and encourage each person’s potential. To ensure we’re on the right path—building a more diverse and inclusive environment—we kindly ask that, if for any reason this job description excludes you, please send us feedback to help us improve via this form Link **CLT employment contract** Transform Dentistry with us and become part of this unique DNA! We were born to digitize Dentistry and simplify dentists’ lives in managing and marketing their clinics and offices. We are unquestionably the best Dental Software in Latin America. We are part of the world’s leading dental company, Henry Schein, and combine an incredible, agile startup culture. We are an exponentially growing business backed by the stability of a multinational corporation. We embrace remote work and foster a human, close-knit, and inclusive working relationship. We are data-driven and focused—not only on numbers—but on delivering the best usability for people, thus enabling the most intuitive, simple, and practical experience. We are a digital solution where dentistry’s reality is still paper-based. We transform the lives of thousands of dentists so they can transform smiles—and other lives. We are simply the LARGEST dental practice management software, used by over 17,000 clinics, approximately 90,000 users, and 40 million registered patients. We have been passionate and innovative since day one—over 11 years in the Brazilian market—and from here, we aim to conquer the world. Want to join us? Learn about our opportunities and come work with us.