Junior Support Analyst

Description

Job Summary: We are looking for a Junior Support Analyst to provide agile and efficient customer support, resolve technical issues, and ensure customer satisfaction. Key Highlights: 1. Customer support via multiple channels 2. Focus on problem resolution and customer satisfaction 3. Support in configuring technological solutions **About Us:** Since 2016, Prolog has been transforming Fleet Management through technology, operating in 3 countries and making a difference in over 1,000 transportation operations! At Prolog, **we never stop learning**, because knowledge is our fuel; **we assume nothing—we rely on data** to ensure we’re on the right path; we **focus on what matters**, without deviating from our priorities; we **value results**, because we know where we want to go; we deliver every output with **care and precision**, so each delivery runs flawlessly; and we **refuse to accept inefficiency**, because our fleet is **built for high performance**! Through our Tire Management, Maintenance Management, and Checklist Management modules, we bring greater productivity, accuracy, and predictability to our customers’ fleet management! * Learn more about **our business by clicking here!** * **➡️ On our careers page**, you can explore our cultural values and learn more! We are seeking a candidate for the position of **Junior Support Analyst**, and details about this opportunity are below—come take a look! Important: We are located in the Pedra Branca neighborhood of Palhoça/SC and operate under a **fully on-site work model.** **Your day-to-day responsibilities will include:** * Providing agile and efficient customer support via multiple channels (WhatsApp, e-mail, chat), ensuring satisfaction and resolving technical issues related to our products and services. * Monitoring and resolving support tickets, documenting all interactions in the ticket management system. * Monitoring and maintaining established SLAs, prioritizing resolution of critical issues. * Identifying and proposing improvements to customer support processes and tools. * Supporting the configuration and usage of our technological solutions for both new and existing customers. * Providing relevant feedback to internal teams (Product, Technology, and Sales) based on customer interactions. * Assisting in the creation and updating of FAQs, manuals, and support materials to enhance the customer experience. * Ensuring the customer remains at the center of all decisions, delivering an outstanding experience in every interaction. Requirements: **To take on this mission, you must have:** * Prior experience in customer support, help desk, or related areas. * Experience with ticketing systems (e.g., Zendesk, Freshdesk, or similar). * Experience working with performance metrics and KPIs (CSAT, NPS, SLA, etc.). * Strong verbal and written communication skills, aligned with standard Portuguese language norms. **Not required—but we’ll be thrilled if you also have:** * A degree in Administration, Information Technology, Communications, or related fields; * Experience in the technology sector, especially with logistics or fleet management solutions; * Knowledge of data analysis and insight generation for process improvement; * Certifications or training in customer support (e.g., Customer Success, Technical Support); * Familiarity with Pipefy, Omie, and HubSpot systems. Benefits **Benefits of being a Prologger:** * Meal Allowance: BRL 31.00 per workday; * Fuel Allowance: BRL 250/month or Public Transport Pass; * Flexible Benefit: BRL 200.00/month; * Unimed Health Plan (after 4 months of employment); * Bradesco Dental Plan (after 3 months of employment); * Birthday Day Off; **We also offer...** * **Basicoisas**: An internal convenience store to make your daily routine lighter and more practical; * Partnership with **Wellhub** (Gympass): A wide range of options for physical activity, therapy, nutrition, and sleep quality; * Partnership with **Avus**: Up to 80% discount at pharmacies, in-person consultations, and exams; * **Starbem**: 4 telemedicine consultations per month (1 with a general practitioner or specialist, 1 with a nutritionist, and 2 with psychologists); * **SESC** agreement: Discounts on hotels, network gyms, and "day use" including lunch; * Complimentary coffee, fruits, teas, and cookies; * Career and Compensation Framework; * Semi-annual Performance Reviews; * Development focus: 1:1 meetings, feedback culture, and Individual Development Plans (IDPs); Casual dress code. * **So, are you ready to optimize the daily lives of thousands of fleet managers?**