PL Customer Support Analyst

Description

Handle and resolve user tickets with higher technical complexity via multiple channels (chat, messaging apps, e\-mail, phone, and video calls); Perform advanced remote access using tools such as AnyDesk and RustDesk to identify faults, bugs, slowdowns, and guide correct system usage, preventing recurrence; Conduct structured phone and video calls for in-depth understanding of requirements and resolution of situations requiring greater user interaction; Analyze system log records upon request from technical analysts, performing detailed reading to identify root causes of issues and support resolution; Create more comprehensive explanatory videos and support materials using Loom, promoting customer autonomy and reducing recurring tickets; Support team colleagues on complex or urgent requests, contributing to smooth service delivery. **Position:** PL Customer Support Analyst **Employment Type:** CLT (Permanent) **Professional Area:** Customer Service **Working Hours:** To be determined **Number of Openings:** 1 **Benefits:** Meal Voucher; Unimed Health Insurance; Uniodonto Dental Insurance; Life Insurance; **Gympass:** Discounted access to gyms; Fresh fruits daily; Discount Program at Raia and Drogasil pharmacies; Birthday Day Off. **Requirements:** Minimum 2 years of experience in customer service and technical support for SaaS software; Bachelor's degree or currently enrolled in a technology or exact sciences program; Familiarity with technical support tools, ticket management systems, and task management tools; Database knowledge is desirable; Knowledge of information extraction and report generation will be an advantage. Minimum 2 years of experience in customer service and technical support for SaaS software; Bachelor's degree or currently enrolled in a technology or exact sciences program; Familiarity with technical support tools, ticket management systems, and task management tools; Database knowledge is desirable; Knowledge of information extraction and report generation will be an advantage.