Customer Support Analyst N2

Description

Job Summary: This professional will focus on delivering a high-quality customer experience through an analytical, collaborative, and problem-solving approach. Key Highlights: 1. Analytical, collaborative, and problem-solving approach 2. Focus on quality and customer satisfaction across multichannel support 3. Integration with various departments for efficient resolution of requests **Built by people who transform education** **All Arco job openings are open to People with Disabilities.** On the **Customer Support** team, you will join a structure focused on delivering a consistent, high-quality customer experience, working analytically, collaboratively, and with a problem-solving orientation. **Day-to-day responsibilities include:** * Handling and following up on cases escalated from Level 1 (N1\), performing comprehensive demand analysis, recurring follow-ups, and appropriate routing until final resolution; * Addressing challenging and unforeseen situations, managing customer expectations while maintaining high standards of quality, empathy, and satisfaction in support interactions; * Serving as the customer's focal point throughout their journey, ensuring clear communication and support to help them achieve their business goals using the company's solutions; * Providing multichannel support (e-mail, phone, and WhatsApp), emphasizing accuracy, agility, and excellence in customer experience; * Collaborating closely with other support levels (N1 and N3\) and internal departments—including Sales, Finance, Legal, Logistics, and Pedagogy—to ensure smooth communication and efficient resolution of requests; supporting prioritization of critical requests together with involved departments, considering customer impact, deadlines, and urgency level; * Organizing, monitoring, and updating the case backlog, ensuring visibility of status, pending items, and deadlines for the team and stakeholders; * Monitoring and supporting adherence to key performance indicators (KPIs) related to support, customer satisfaction, and SLA; * Contributing to continuous improvement of support processes by identifying bottlenecks, efficiency opportunities, and proposing practical solutions. **Requirements to apply:** * Completed or currently pursuing a Bachelor's degree; * Prior experience in Customer Relationship or Customer Support, with emphasis on quality, request resolution, and customer experience; * Ability to handle high-volume workloads during seasonal periods. * Strong verbal and written communication skills—clear, concise, and adaptable to both customer profiles and internal audiences; * Excellent organizational, planning, and priority management skills, ensuring timely delivery and effective tracking of requests; * Strong analytical ability and critical thinking to identify urgencies, understand scenarios, diagnose problems, and propose solutions; * Attention to detail and commitment to quality of deliverables and agreed-upon deadlines; * Ability to work effectively in teams and collaborate across departments and support levels. **Preferred Qualifications:** * Prior experience with CRM tools (e.g., Salesforce, Zendesk, or others); prior multichannel support experience and familiarity with performance metrics (TRT, TPR, CSAT, etc.); * Strong teamwork orientation and continuous drive for self-development and process improvement; knowledge of productivity metrics and backlog tracking; REQ\-20260304\-014\-A/REQ\-20260304\-014\-B **What you’ll find at Arco, beyond incredible people:** \+ Meal and/or food allowance \+ Health and dental insurance \+ Transportation voucher \+ Extended maternity and paternity leave \+ Childcare allowance \+ Wellness support: partnerships with Wellhub and Zenklub \+ Education incentives \+ Discount on airline tickets \+ Pet health insurance partnership \+ Access to Arco educational materials for employees’ children \+ Partnerships for MBA and postgraduate programs **\#MoreDiversity** We believe that in a diverse and inclusive environment, our **people will be happier, more engaged**, and have **greater potential to reach their full capabilities**. That’s why, at Arco, we respect and value equal rights, recognize individual uniqueness, and believe that **everyone** can contribute to our purpose. **\#JoinArco**