JUNIOR SUPPORT ANALYST

Description

Job Summary: A professional responsible for multi-channel customer support, managing complex requests, ensuring SLA compliance, and continuously improving the customer experience. Key Highlights: 1. Multi-channel customer support and management of complex requests 2. Focus on assertive communication and analytical thinking for continuous improvement 3. Collaboration with internal departments and support for junior analysts **Job Description:** ---------------------- Responsibilities and Duties \- Provide customer support through official channels, ensuring clarity, courtesy, and conciseness in communication. \- Analyze, interpret, and execute medium- and high-complexity requests, fully aligning with customer requirements. \- Log, track, and update tickets in the system, maintaining a complete and accurate record of all interactions. \- Ensure adherence to established SLAs and prioritize tasks based on business criticality. \- Validate deliverables with customers to minimize rework and information noise. \- Guide customers on the correct usage of available tools and features, promoting autonomy where applicable. \- Collaborate with internal departments to resolve cross-functional requests. \- Identify recurring issues, improvement opportunities, and propose adjustments to processes and support workflows. \- Support junior analysts with technical guidance and best practices. \- Contribute to continuous improvement of customer experience and departmental KPIs **Mandatory Requirements:** ------------------------------ Assertive Communication: Ability to translate technical terms into clear language for customers (and vice\-versa). Sense of Priority: Ability to distinguish between "urgent" and "important" based on business criticality. Resilience and Courtesy: Maintain service quality even during conflicts or critical system failures. Analytical Thinking: Go beyond simply closing tickets — understand why errors recur (continuous improvement). **Employment Type:** -------------------------- CLT **PwD (Persons with Disabilities):** -------- NO **Salary:** ------------ $1,900\.00 **Benefits:** --------------- * Performance-based variable pay tied to KPIs. * Meal allowance, transportation allowance, medical insurance, dental insurance. * Life insurance. \- Wellhub \- Formerly Gympass * Conexa Saúde * Allya Benefits (discounts on pharmacy, leisure, entertainment, etc.) * Birthday day off. * Maternity or paternity leave support. * Payroll-deductible loan. * And more... **Work Location:** ---------------------- IDEAL MARKETING TECNOLOGIA DIGITAL LTDA **Working Hours:** ------------------------ 09:00 to 18:00