**Job Mission** Handle Level 2 support tickets, ensuring accurate and timely resolution within the defined SLAs for incidents related to logistics, warranty, and finance, thereby guaranteeing an optimal customer experience and adherence to internal procedures. **Key Responsibilities** * Analyze, validate, and resolve tickets escalated from Level 1 operations (direct customer support); * Track and update tickets in support systems; * Coordinate with internal departments (logistics, finance, sales, and partners) to resolve incidents; * Monitor operational deadlines and workflows to ensure compliance with defined SLAs; * Execute processes such as refunds, reshipments, returns, or reimbursements according to current policies; * Record evidence and fully document traceable resolution activities in support systems; * Ensure strict adherence to Standard Operating Procedures (SOPs) and customer service quality policies; * Support monitoring of key performance indicators (KPIs), including backlog, average handling time, and resolution rate. **Mandatory Requirements** * Completed high school education; * Proficiency with customer support and ticket management tools; * Strong communication, writing, and attention-to-detail skills; * Analytical ability and sense of prioritization; * Ability to work simultaneously across multiple systems. **Desirable Requirements** * Prior experience in Back Office, Level 2 support, or after-sales will be considered a strong advantage.
João Silva
Indeed · HR
João Silva
Indeed · HR
