Senior Support Analyst

Description

**WHO ARE WE?** --------------- DOT Digital Group is a pioneer in the Brazilian corporate digital education market! For 30 years, we have driven the transformation of numerous businesses that chose to embrace technology and education. **WHAT DO WE DO?** ------------------ We develop people to empower organizations! Major national and global businesses invest in DOT’s digital educational solutions, such as online course production, large-scale operation/mediation, LMS applications, WhatsApp-based courses, immersive learning, educommunication, and other educational strategies. **OUR DOT WAY OF BEING!** --------------------------- We play openly and fairly—we’re all in the same boat and never step aside! Here, we respect people \- regardless of race, belief, culture, gender, affectional orientation, or age. We believe in what we do and are passionate about the WOW! It’s always possible to do things differently and better in an environment built on trust. We value self-management, collaboration, and continuous development. So, did you like it—and identify with the DOT way of being? Then \#joinDOT! **AND WHO ARE WE LOOKING FOR?** -------------------- Someone who is always eager to learn, embraces challenges, and demonstrates proactivity. We seek a person passionate about education and technology, focused on delivering value to customers! Someone who adapts easily to change and, above all, enjoys collaborative, team-based work. **SENIOR SUPPORT ANALYST** ----------------------------- What is your role in building this journey? * Provide customer support via Help Desk (chat and asynchronous messages); * Clarify low-to-medium complexity questions from customers regarding the system and its features; * Diagnose problems; * Analyze customer requests, guide them on system usage, identify and triage potential technical issues, and route them to the responsible teams; * Track request progress, communicate status updates to customers, and—where applicable—propose and/or implement corrective or workaround measures; * Maintain internal and external knowledge bases; * Accurately and completely document all handled requests, including troubleshooting steps performed, tests, validations, and alignments conducted with other teams regarding the case; * Support continuous process and product improvement initiatives; * Manage customer expectations and sense of urgency based on internal SLAs. What experience do we expect from you? * Solid experience in customer service and technical support; * Bachelor’s degree completed or in progress in a technology-related field; * Knowledge of databases (querying and analysis); * Knowledge of SQL or programming logic; * Affinity for technology and basic database knowledge; * ITIL knowledge management. It would be amazing if you already have: * Experience in EdTech; * Knowledge of databases (querying and analysis) **OUR VALUE PROPOSITION:** ---------------------------- To empower you to successfully complete this journey, DOT offers: Allowances! * Meal allowance and/or food voucher (R$837\) \- Including during vacation; * Transportation voucher; * Life insurance; * Remote work allowance (R$100\); * Daycare allowance for children up to 6 years old; * Headhunter bonus (amount per referred employee); * Customer referral bonus (amount per referred customer). Health and well-being! * Comprehensive health plan, with no co-payment (including free online therapy); * Dental plan; * Caju\+ (psychological support, legal assistance, financial counseling); * Wellhub (health and wellness platform); * DOT Break (one additional day off per year, to use as you wish); * Pharmacy plan; * Extended maternity leave (6 months); * Extended paternity leave (20 days); * Onhappy \- Exclusive offers on flights and accommodations; * FeelingDOT on diverse topics (workshops on self-awareness, diversity, inclusion, and balance); * Gifts and surprises on special occasions. Growth and continuous development! * Sophia educational grant of R$ 2\.000,00 (education allowance); * Sophia hours (40 hours/year for training of your choice); * Survival grant (business education allowance); * DOTAcademy with free courses; * Internal mobility; * DOTHUB (leadership development); * Feedback culture; * DOTKnows (peer learning); * Unlimited Coursera access. Collaborative and relaxed work environment! * Remote work: work from anywhere in Brazil; * Flexible schedule \- Our standard workload is 40 hours/week; * Continuous learning; * Great people to be around; * Autonomy with responsibility; * On-site meal area (for in-office employees); * Snacks, fruits, teas, and freshly brewed coffee (for in-office employees); * Common area (for in-office employees); * Team integration events and celebrations. We are a diverse and inclusive company, and all our positions are also open to persons with disabilities.