Technical Support Analyst

Description

Job Summary: We are seeking a communicative, proactive, and analytical Level 1 Support Analyst to assist customers via a Help Desk platform, with an emphasis on resolving issues and delivering an excellent customer experience. Key Highlights: 1. Provide first-level support using a Help Desk platform. 2. Identify, analyze, and resolve low-to-medium-complexity requests. 3. Focus on problem resolution and delivering a positive customer experience. We are looking for a **Level 1 Support Analyst** to support customers using the company’s **Help Desk** platform, which is ticket-based and includes automation, triggers, knowledge base, etc. We seek a communicative, proactive, and analytically minded individual who enjoys solving problems and delivering an outstanding customer experience. **Key Responsibilities** * Provide first-level support to customers through support channels. * Clarify questions regarding platform usage. * Identify, analyze, and resolve low-to-medium-complexity requests. * Log, categorize, and track tickets until resolution. * Escalate tickets to Level 2 when necessary, ensuring accurate information handover. * Monitor SLA compliance and keep customers updated on request status. * Identify opportunities to improve the knowledge base and support processes. * Assist customers with configuration and use of platform features. **Requirements** * Prior experience in customer service or technical support. * Strong verbal and written communication skills. * Organizational skills and ability to manage multiple concurrent support interactions. * Aptitude for learning new technologies. * Analytical mindset and focus on problem resolution. **Preferred Qualifications** * Experience with the **Movidesk** platform. * Knowledge of SaaS systems. * Experience supporting B2B customers. * Basic understanding of integrations via API, Webhooks, or automation. **Desired Competencies** * Empathy in customer interactions. * Sense of priority. * Organization. * Proactivity. * Teamwork. * Commitment to results. * Willingness to continuously learn and grow. **What We Expect From You** We seek a professional passionate about customer support, responsible for tracking customer requests, and capable of acting consultatively to ensure a positive experience across all touchpoints. Compensation: R$4\.000,00 per month Benefits: * Internet allowance Experience: * Helpdesk platforms (Mandatory) Work Location: Remote