Junior Technical Support Analyst

Description

Job Summary: We are seeking a proactive and empathetic professional to resolve customer requests, influence problem resolution, and contribute to process improvement—with a focus on high-quality service. Key Highlights: 1. Specialized technical support for invoice automation. 2. Collaboration on process improvement projects and team development. 3. Opportunity to become an authority in electronic invoice issuance. We are the planet’s simplest and most powerful infrastructure for issuing Electronic Service Invoices (NFS-e), Electronic Product Invoices (NF-e), and Electronic Consumer Invoices (NFC-e/CF-e S@T/MFe). Nota Gateway is the #1 choice for those who want to deliver the best invoice automation experience for their developers and customers (okay, with help from many bits!). Join the community of the world’s fastest-growing SaaS, ERP, and enterprise companies—offering cutting-edge technology and ultra-specialized support for invoice automation. None of this would be possible without an incredible, collaborative, and technology-passionate team. Now, we want you on board! Your main challenge will be resolving our customers’ requests with high quality and attention, delivering an outstanding service experience. We go beyond problem resolution—we create solutions! Additionally, you will be responsible for: ● Responding to and providing follow-up support to customers across various communication channels—including calls, email, phone, smoke signals, and virtually any communication medium invented by humanity—answering users’ questions; ● Representing customers internally by escalating their issues to the highest possible level, influencing and negotiating problem resolution with stakeholders; ● Escalating, when necessary, issues involving the development team—providing all documented evidence; ● Conducting technical calls with developers from other companies; ● Managing and tracking support tickets on the customer support platform; ● Contributing to customer-facing process improvement projects; ● Collaboratively contributing to team development; ● Becoming an authority on the concept of “automagical” electronic invoice issuance! Required and Desired Qualifications: ● Strong communication skills and empathy toward customers; ● Customer focus and problem-solving orientation; ● Solid investigative ability and curiosity when diagnosing issues; ● Understanding of the product to perform effective support work; ● Self-management and organizational skills to meet service deadlines; ● Fast learning ability; ● Results- and quality-oriented mindset in performing support activities; ● Proactivity in proposing process improvements and ideas for the team. Requirements: ● Residency in Belo Horizonte or its metropolitan area; ● Minimum 1 year of experience in ERP or digital product support; ● Knowledge of APIs; ● Experience with Postman; ● Excellent verbal and written communication, organizational, and teaching skills; ● Assertiveness and proactivity in problem resolution and process improvement suggestions; Bonus Qualifications: ● Completed or ongoing degree in Information Systems, Systems Analysis and Development, Computer Science, or related fields; ● Experience with ticket management tools: Movidesk, Zendesk, Freshdesk; ● Knowledge of Electronic Invoicing (Nota Fiscal Eletrônica); ● Familiarity with XML and JSON; ● Technical knowledge of endpoints (GET, POST, DELETE); ● Experience in SaaS companies; ● Knowledge of technical documentation analysis and structure; ● Chat-based customer support experience! Employment Type: Full-time, CLT permanent contract Compensation: Starting at R$2.215,96 per month Benefits: * Health insurance * Dental insurance * Childcare allowance * Internet allowance * Life insurance * Remote work * Food allowance * Meal voucher Work Location: Remote