The Junior Analyst is responsible for providing first-line operational and technical support, promptly resolving requests, monitoring the student journey, and contributing to the continuous improvement of relationship management processes. **Customer Service and Experience Support:** Support assistants in registering and triaging tickets received via chat, e-mail, WhatsApp, and other MED Review platforms. Deliver empathetic, clear, and concise service, adhering to institutional communication standards when assistants are unavailable. Track requests from initial contact through to final resolution, ensuring customer satisfaction. Record all interactions in the system (CRM/Helpdesk), maintaining an updated and organized history. **Technical and Operational Support:** Assist assistants with questions regarding login, content access, video playback issues, payment errors, and synchronization with Hotmart. Accurately identify and log recurring technical issues, escalating complex cases to higher-tier support levels. Perform basic platform testing to validate fixes and report inconsistencies. Stay up-to-date on new courses, system updates, and MED Review policies. Responsible for the operational management of the Support team. **Processes and Operational Metrics:** Maintain control over tickets, deadlines, and request statuses within the management system. Support the consolidation of departmental performance reports (e.g., average response time, satisfaction rate, volume of interactions). Adhere to quality standards defined by coordination, ensuring consistency and responsiveness in support delivery. **Collaboration and Continuous Development:** Collaborate with colleagues and other departments, sharing information about cases and best practices. Participate in alignment meetings and internal training sessions organized by the Relationship and Support team. Share learnings and contribute to enhancing the team’s collective knowledge. Demonstrate a collaborative, empathetic, and values-driven attitude aligned with MED Review’s principles. Continuously pursue technical and behavioral improvement to advance within the area. **WORK EXPERIENCE REQUIREMENTS** * Prior experience in customer service, technical support, and helpdesk roles. * Experience in online education, technology, or digital product companies is desirable. * Basic knowledge of CRM systems, educational platforms, and chat tools. **EDUCATIONAL REQUIREMENTS** * Currently enrolled in a bachelor’s degree program in Administration, Communications, Technology, or related fields. * Complementary courses in Customer Service and/or Technical Support are desirable.