Full Support Analyst

Description

Today, we are the market-leading dental software in Brazil. We serve more than 17,000 clinics and offices, and impact the lives of more than 40 million people. Simples Dental is also part of the Henry Schein group, which holds the leadership in the global dental market. Do you want to work at the startup that cares about the experience of each customer and how to deliver success throughout your journey with us? If your answer is YES, the time has come! Let's change the dental market together? **Responsibilities and attributes** **WHAT WILL THIS PERSON DO?** * Serve customers through support channels (chat, e\-mail, ticket and, when necessary, phone or meetings); * Guide users on the use of the platform, features, and best practices; * Perform initial analysis of requests, quickly identifying the nature of the problem; * Resolve low-complexity demands based on defined flows, documentation, and playbooks; * Correctly register all services in the system, ensuring complete history and traceability; * Classify and categorize tickets appropriately, prioritizing according to impact and urgency; * Escalate demands to N2 Support when necessary, ensuring clear context and complete information; * Contribute to the knowledge base (FAQs, articles, and documentation improvements); * Support the identification of recurring problem patterns and share insights with the team; * Act with a focus on quality and agility, balancing service volume with customer experience; * Monitor performance indicators (CSAT, response time, SLA) seeking continuous improvement. **Requirements and qualifications** **WHAT DO WE WANT?** * Previous experience with customer service or support (desirable); * Familiarity with service tools (Zendesk, Movidesk,, Intercom, Jira or similar); * Basic knowledge of Google Workspace tools or similar; * Ease with technology and digital systems. **DIFFERENTIALS** * Experience with high-volume service environments; * Experience with technical support or SaaS products; * Experience with remote work; * Previous contribution to the creation of documentation or knowledge base. **Additional information** **WHAT DO WE OFFER?** In addition to working at the coolest and most caring company you have ever seen (that is what our employees say). * VA/VR of R$1000,00 \| ifood Card \- no discount on vacation; * Home Office Allowance of R$150,00; * Wellz \- mental health/Psychotherapy \| No cost to the employee; * Gympass \- physical health/Gyms \| Extensible to dependents; * Guapeco \- health plan for your pet; * English Class \| No cost to the employee; * Unimed Health Plan \| With co-participation; * Coworking daily rate reimbursement \| For all states; * Extended paternity and maternity leave; * Baby basket on board for future dads and moms; * Agreement with Farmasesi \| Only for SC; * Agreement with Sesi Education \| Only for SC; * Birthday day off; * Notebook and monitor sent to you; * Voucher of R$2000,00 to buy the rest of the equipment you need. * People from various parts of Brazil to further promote our culture of diversity! We are a young company with a lot of experience and a lot to learn. We believe in a better world for all people and therefore we hire people under equal opportunities regardless of gender, ethnicity, race, religion, sexual orientation or any other factors. At Simples Dental, we believe in and encourage the potential of each one. And to be sure that we are on the right path, building a more diverse and inclusive environment, we ask that if for some reason, the description of this position excluded you, send us feedback to improve in this form Link Transform Dentistry with us and belong to this unique DNA! We were born to digitize Dentistry and simplify the lives of dentists in the management and marketing of their clinics and offices. We are undoubtedly the best Dental Software in Latin America. We are part of the world leader company in Dentistry, Henry Schein, and with an incredible and agile startup climate. We are a business growing exponentially and with the solidity of a multinational. We are for remote work and with a human, close, and inclusive work relationship. We are data-oriented and focused, in addition to numbers, on delivering the best usability for people and thus promoting the most intuitive, simple, and practical experience. We are a digital solution where the reality of Dentistry is still paper. We are transformers of the lives of thousands of dentists so that they can transform smiles and other lives. We are simply the LARGEST dental management software with more than 17,000 clinics that use our solution, with about 90,000 users and 40 million registered patients. We are passionate and innovative from the beginning, more than 11 years in the Brazilian market and from here on we want to win the world. Do you want to come with us? Learn about our opportunities and come work with us.