Junior Technical Support Analyst N1

Description

Job Summary: Nortebox is seeking a Level 1 Support Analyst to serve as the frontline support for users of our SaaS system, with a focus on telemetry and data processing. Key Highlights: 1. Agile and humanized customer support via chat, email, and phone. 2. Assist users with daily questions and initial platform configurations. 3. Diagnose basic issues and guide users in resolving them. Nortebox is looking for a Level 1 Support Analyst to join our team and serve as the frontline support for users of our SaaS system. If you are passionate about technology, possess excellent communication skills, and wish to grow while working with telemetry, monitoring, and data processing solutions, this opportunity is for you! You will be the bridge between our customers and our technology, ensuring the smoothest possible user experience. **Your Daily Responsibilities:** * Provide first-level customer support via chat, email, and phone in an agile and humanized manner. * Assist users with daily usability questions and initial platform configurations. * Diagnose basic issues and guide customers toward resolution. * Perform triage, detailed documentation, and escalation of complex tickets to the Level 2 Support or Engineering teams. * Monitor ticket status to ensure response deadlines (SLA) are met. * Help create and update our knowledge base (articles, FAQs, and quick tutorials). **What We Expect From You (Requirements):** * Excellent verbal and written communication skills (ability to explain technical terms simply). * Empathy and patience to understand the user’s issue and guide them to a solution. * Affinity for technology and ability to quickly learn how to operate new software. * An investigative and organized mindset to document issues effectively. **Must reside in Goiânia or the metropolitan region.** **You’ll Stand Out If You Have (Preferred Qualifications):** * Prior experience in customer service, Customer Success, or technical support (even in other domains). * Basic knowledge of ticketing platforms (e.g., Zendesk, Movidesk, Jira, etc.). * Eagerness to learn about telemetry and data analysis. Compensation: R$2\.203,69 \- R$2\.534,75 per month Benefits: * Meal allowance * Transportation allowance Work Location: On-site