Customer Support Analyst (N1)

Description

Job Summary: Customer Support Analyst (N1) to serve on the front line of B2C support, acting as the first point of contact and ensuring an agile, clear, and efficient customer experience. Key Highlights: 1. Customer support via email, chat, and other channels. 2. Resolve low- and medium-complexity requests. 3. Ensure proper ticket triage and escalation. **ABOUT THE ROLE** ---------------- We are seeking a Customer Support Analyst (N1) to serve on the front line of B2C support, acting as the first point of contact between customers and the company. This professional will handle a high volume of requests, resolve low- and medium-complexity tickets, and ensure an agile, clear, and efficient customer experience. They will also perform proper ticket triage and escalation, maintaining coordination with teams such as N2, Finance, Operations, and Product. **RESPONSIBILITIES AND ATTRIBUTES:** ------------------------------------ * Provide customer support via email, chat, and other company-defined channels. * Deliver clear, concise, and internally aligned information. * Resolve low- and medium-complexity requests using playbooks, FAQs, and standard procedures. * Address recurring topics such as operational questions, order status, tickets or payments, platform usage guidance, and basic information regarding refunds, timelines, and processes. * Execute operational procedures without requiring specialized technical intervention. * Accurately classify tickets (category, reason, priority) to ensure appropriate triage. * Identify requests exceeding the N1 scope and escalate them to N2 or specialist teams with full context and structured information. * Avoid incomplete escalations, rework, and ticket reopenings. * Ensure mandatory fields in the support system are correctly filled out. * Record interactions, evidence, and decisions clearly and systematically. * Adhere to internal writing standards, templates, and quality guidelines. * Flag opportunities for improvement in FAQs, automation, and processes. * Report recurring issues and pain points identified during customer interactions. **REQUIREMENTS AND QUALIFICATIONS** ------------------------------ * Prior experience in customer service. * Familiarity with support tools (e.g., Zendesk or similar). * Strong written communication and text comprehension skills. * Basic knowledge of customer service metrics (SLA, CSAT). * Ability to follow processes and operational documentation. * Must reside in Vitória/ES or surrounding cities. **OUR BENEFITS AND PARTNERSHIPS:** * **Alice or Cassi Health Insurance** — no monthly premium deduction; 30% co-payment for consultations and simple exams * **SulAmérica Dental Insurance** — no co-payment, ensuring optimal oral health * **Birthday Day Off** — enjoy your birthday month freely, your way * **Meal Voucher** — provided via Swile flexible card * **Fluency Academy Partnership** — exceptional conditions for learning a new language. In fact, not one — but **EIGHT LANGUAGES** * **Cubos Academy Partnership** — access to introductory content in Programming, Product Design, and Product Management. Best of all: **FREE!** * **University Partnerships** — discounts to help you learn and grow * **Cinemark Partnership** — we’ve prepared a special combo for you to enjoy movies at an affordable price * **SESC Agreement** * **Mobility Allowance** — deposited onto the Swile flexible card * **Life Insurance**, per internal policy * **Childcare Assistance** — for children up to 5 years old * **Zig Baby Kit** — for our future parents: a delightful kit awaits your Zigbaby * **Zenklub** — a fully digital platform connecting you with mental health and wellness professionals * **Wellhub** **(formerly Gympass) or TotalPass** — platforms offering access to multiple gym networks and wellness apps * **ZigCard** — nothing better than experiencing our product firsthand, right? For Ziggers, we provide a monthly R$ 50 bonus on the ZigCard to use and enjoy. And during your birthday month, **the bonus amount is doubled!**