Junior Support Analyst

Description

Position: Junior Support Analyst About the opportunity We are looking for a **Junior Support Analyst** to provide customer service and support for the **Govendas, GoChat, and GoFone** solutions. This person will be responsible for receiving, analyzing, and tracking customer requests, seeking to resolve doubts and low-complexity issues, collecting evidence, performing tests, and ensuring that each request is correctly registered and directed when the involvement of other areas is required. We are looking for someone who is communicative, organized, curious, and has an investigative profile, who likes technology and is willing to learn continuously. More than simply forwarding tickets, we expect this person to seek to understand the problem, reproduce scenarios, and gather the necessary information for a faster and more efficient resolution. Main responsibilities * Provide customer service through the company's official support channels. * Receive, register, classify, and track tickets related to the **Govendas, GoChat, and GoFone** platforms. * Perform the initial diagnosis of requests, seeking to understand the scenario presented by the customer before escalating the demand. * Resolve functional doubts and low and medium-complexity issues following procedures, documentation, and internal guidelines. * Guide customers on features, configurations, and correct use of the platforms. * Request and collect necessary evidence for problem analysis, such as: * screenshots; * videos; * times of occurrence; * users involved; * affected customers or records; * error messages; * examples that allow reproducing the scenario. * Perform tests to try to reproduce behaviors or errors reported by customers. * Validate information between systems when necessary to assist in identifying the source of the problem. * Clearly document the tests performed, evidence collected, and results found. * Escalate demands to the **N2/N3 Support, Integration, Product, or other technical teams** when the solution is outside the scope of initial service. * Ensure that escalated tickets are forwarded with complete context, avoiding rework by technical teams. * Track forwarded tickets until resolution, keeping the customer updated on the progress of the demand. * Comply with the SLAs and procedures defined for service, updating, and tracking tickets. * Identify critical situations or those that may generate significant impact on the customer's operation and communicate quickly to leadership. * Assist in identifying recurring problems and report\-them to the responsible team. * Register solutions and learnings that can contribute to updating the support knowledge base. * Assist in the creation and improvement of procedures, FAQs, and internal materials. * Keep ticket records always updated in the tools used by the company. * Work together with the **Customer Success, Implementation, Product, Integration, and Technology** teams to ensure a good customer experience. What we expect * Previous experience in customer service, support, or service desk, even if at the beginning of a career. * Good verbal and written communication. * Organization and attention to detail. * Ease in learning new tools and technologies. * Analytical and investigative profile. * Ability to follow processes, flows, and procedures. * Responsibility in tracking demands and deadlines. * Ability to handle different requests simultaneously. * Ease in explaining technical information simply to customers. * Interest in technology and problem-solving. Desirable knowledge * Basic knowledge of CRM systems. * Familiarity with SaaS platforms. * Basic knowledge of Excel or Google Sheets. * Ease in working with ticket and task management tools. * Basic knowledge of integrations between systems. Differentiators It will be considered a differentiator to have knowledge or experience in: * CRM platforms. * Customer service or technical support in SaaS companies. * Integrations between systems and basic concepts of APIs. * API query and testing tools, such as Postman or similar. * WhatsApp Business and digital service platforms. * Chatbots and service automation. * Meta Business Manager and WhatsApp Business Platform. * Corporate telephony, PABX, or URA. * ERP systems. * Commercial processes, sales, telesales, or distribution. * Management tools such as ProofHub, Jira, Trello, or similar. Profile we are looking for We want someone who: * Has curiosity to investigate problems. * Does not limit themselves to simply forwarding tickets. * Can follow processes and keep organized records. * Has attention to detail. * Knows when to ask for help. * Is responsible for responding to the customer. * Can work well with other areas. * Is willing to learn continuously. * Maintains calm and clarity in communication even in stressful situations. * Has a sense of urgency without losing the quality of analysis. What you can develop During your work at Govendas, you will have contact with: * Customer service and support in a SaaS environment. * CRM systems. * Integrations between systems and ERPs. * APIs. * WhatsApp Business. * Service automation. * Corporate telephony. * Commercial processes. * Incident analysis and resolution. * Ticket and SLA management. * Customer Success. * Product and technology. The position offers room for technical growth within the support structure, allowing progressive development to handle more complex demands. Job information **Position:** Junior Support Analyst **Employment type:** CLT **Work schedule:** Full-time **Work model:** 100% remote For remote work, it is necessary to have **your own computer, stable internet access, and adequate infrastructure for performing activities**. Payment: R$1\.621,00 \- R$2\.200,00 per month Work location: Remote