The Support Analyst will provide support to address customer inquiries, receive reports of technical issues, proactively resolve integration problems, conduct user training sessions, and handle cancellation requests with the goal of reversing customer dissatisfaction. This person will serve on the front line of post-sales support for Espresso’s customer portfolio—including both free and paid version users—with the objective of delivering support that ensures customer satisfaction and retention. **Responsibilities:** * Provide customer support via Freshdesk Omnichannel support channels. * Report results to the Customer Service team supervisor. * Deliver multichannel support: email, WhatsApp, phone calls, and video calls. * Assist customers with inquiries regarding all Espresso products and services (SaaS, digital accounts, cards, integrations, etc.). * Address customer-reported bugs in the platform and services—investigating potential issues and aligning expectations regarding resolution timelines. * Serve as the liaison between reported bugs and the Product team to drive solutions. * Negotiate request deadlines and solutions with Product Development teams. * Adhere to defined SLA agreements for response and resolution times. * Promote the Help Center content to customers during support interactions. * Request referrals from satisfied customers. * Ensure excellent levels of customer satisfaction across all support interactions. * Maintain clear, professional written communication in written interactions such as emails and chats. * Conduct remote refresher training for customers upon request. * Configure new parameters in customer accounts. * Handle cases aimed at reversing cancellation requests from customers assigned to Silver and Bronze portfolios. * Classify support interactions according to company-defined parameters. **Benefits** * Unimed Health Insurance and MetLife Dental Insurance * Gympass * Meal Voucher / Food Allowance * Mobility Allowance * Day Off * Pet Care Plan * Life Insurance Employment Type: Full-time CLT Benefits: * Medical assistance * Dental assistance * Life insurance * Food allowance * Meal voucher * Transportation allowance Education: * Completed High School (Preferred)