As a Tax Support Analyst, you will be responsible for providing customer support through various channels, ensuring agility, quality, and accuracy in resolving requests. You will identify issues, guide customers on system usage, and fully document all support interactions, contributing to continuous improvement of support services and customer satisfaction. This role is essential to ensure a positive experience, reduce response time, and guarantee the reliability of services provided. **Responsibilities:** * Provide real-time chat support, responding promptly to requests received via the platform; * Identify and understand customer needs, classifying tickets by type of incident; * Forward or escalate tickets when necessary, ensuring detailed documentation; * Monitor response time and customer satisfaction metrics; * Provide clear and concise telephone support; * Assist in the immediate resolution of issues, reducing user wait time; * Record all interactions in the ticketing system, keeping the history up to date; * Perform remote access for technical analysis, with customer authorization; * Diagnose system errors, parameterizations, or configurations; * Apply corrections and provide guidance on proper system usage; * Escalate requests to specialized teams when required; * Ensure information security and compliance with LGPD guidelines. **Requirements:** * Experience or interest in customer service and technical support; * Proficiency in using systems and customer support tools. **Academic Qualification:** * Currently enrolled in an undergraduate program in Accounting Sciences, Business Administration, Economics, or related fields, from the 4th semester onward.
João Silva
Indeed · HR
João Silva
Indeed · HR
