SaaS Support Analyst

Description

Job Summary: We are seeking a communicative, organized, and technology-passionate User Support Analyst focused on technical support and content creation. Key Highlights: 1. Technical customer support via chat and video conferencing 2. Creation and updating of content for the knowledge base 3. Collaboration with development, sales, and operations teams We are looking for a User Support Analyst to join the Information Technology team at Letwe Innovation, an innovation, technology, and digital transformation company specializing in logistics. For this role, prior experience in software user support and foundational knowledge of SaaS (Software as a Service) environments, web systems, or system logic are essential. We seek a communicative, organized, technology-enthusiastic professional capable of translating technical concepts into simple language. In essence, the selected candidate will be responsible for both technical support and content creation for the company's Help Center. User Support Analyst responsibilities include: Providing technical customer support via chat (approximately 95% of the time) and video conferencing for more complex cases. Resolving customer issues using critical thinking and the ability to interpret the system’s business rules. Creating and updating articles, tutorials, and videos for the knowledge base / help center (approximately 60% of the time). Identifying recurring issue patterns and proposing improvements to the knowledge base. Collaborating with development, sales, and operations teams to ensure excellence in customer experience. **Requirements:** Currently enrolled in or graduated from a Bachelor’s program in IT (Information Technology), Computer Science, Information Systems, Logistics, or related fields. (Mandatory) Prior experience in software user support (CRM (Customer Relationship Management), WMS (Warehouse Management System), ERP (Enterprise Resource Planning), TMS (Transportation Management System), etc.). (Mandatory) Basic knowledge of SaaS (Software as a Service) environments, web systems, or system logic. (Mandatory) Excellent verbal and written communication skills. (Mandatory) Ability to translate technical concepts into simple, didactic language. (Mandatory) Proactive, investigative, and organized personality. (Mandatory) Interest in technology, customer service, and customer experience. (Mandatory) Desire to grow within support or implementation roles—not software development (Dev). (Mandatory) Experience with WMS (Warehouse Management System) or management software (ERP (Enterprise Resource Planning), TMS (Transportation Management System), OMS (Order Management System)). (Preferred) **Compensation and Benefits:** Transportation allowance; Caju card / benefits; Health insurance; Birthday day-off; Collaborative, innovative environment with real growth opportunities; Gympass. **Minimum Education Level:** Bachelor’s degree