Customer Service Analyst (Educational System)

Description

We are looking for a Customer Service Analyst to work for a software development company, focusing on the developed educational system. The mission is to ensure a consultative and transparent service experience, ensuring that customers have full visibility over their requests, receive clear guidance, and have their demands handled efficiently with internal departments. On a day-to-day basis, the professional will act as the technical reference for the Support Center, performing ticket analysis, interpretation of contracts and SLAs, monitoring of indicators, management of operational risks, and serving as the interface between customers and internal teams. **Apply below!** **Responsibilities and attributes** * Ensure clear, continuous, and transparent communication with customers regarding the progress of tickets. * Keep customers informed about the status, category, classification, SLA, and next steps of each request. * Evaluate the contractual scope of demands, identifying contractual coverage, hour consumption, or the need for commercial intervention. * Communicate the classification and handling of each demand to the customer in advance. * Act as a link between customers and internal departments (Support, Products, Services, DevSecOps, and Commercial). * Ensure that tickets are forwarded with complete context to the responsible teams. * Monitor the progress of requests until their completion. * Monitor indicators such as SLA, CSAT, response time, and portfolio performance. * Identify operational risks and propose process improvements based on data. * Support team development through knowledge sharing. * Contribute to the evolution of the knowledge base. * Suggest improvements in automated triage and the customer service chatbot. * Support the construction and standardization of Support Center processes. **Requirements and qualifications** **We expect you to have** * + Completed higher education in Administration, Education, IT, Communication, or related fields (postgraduate degree is a plus) + Experience in B2B customer service, Customer Success, or relationship management in an educational technology environment (EdTech, SaaS, academic management software) + Proven experience in end-to-end problem resolution + Abstraction capability: hears a symptom and identifies the root of the problem + Negotiation skills with multiple internal departments without formal authority — can secure deadlines and priorities + Operational knowledge of academic processes (what an academic calendar is, periods, subjects, class flow, communication with students) + High-quality written and oral communication — adapts language for customers, technical teams, and leadership + Real autonomy to make decisions within their own scope + Experience with ticket management tools (Zendesk, Freshdesk, or similar). + Experience with customer service indicator monitoring (SLA, CSAT, response time). + Experience using Office 365\. **It will be a plus if you have** --------------------------------------- * Experience with Zendesk. * Experience with Jira. * Experience with NetSuite. * Experience with Support Center. * Knowledge of conversational AI tools. * Knowledge of customer service automation. * ITIL Foundation certification. * Experience in improving customer service processes. **In addition, we consider important competencies** * Empathy and active listening. * Excellent interpersonal communication. * Consultative and customer-oriented communication. * Analytical and critical thinking. * Investigative and questioning profile. * Organization and attention to detail. * Sense of priority. * Proactivity and ability to anticipate. * Autonomy in decision-making. * Maturity to handle complex situations. * Cross-departmental collaboration. * Ability to mentor and share knowledge. * Results orientation. * Resilience in the face of multiple demands. * Commitment to continuous improvement. * Alignment with company values: * Simplify people's lives. * Innovate. * Connect people and departments. * Lead by example. **Additional information** **Employment regime:** CLT **Work format:** Remote Benefits: * Medical Assistance * VA or VR * Birthday Day-off * Paternity leave * Daycare assistance * Home assistance #### **At Werecruiter, we believe that organizational culture is the key to the success of any company.** #### **We are committed to creating an environment where innovation, respect, and personal growth are the foundation of our interactions.** #### **We value diversity and inclusion, ensuring that all our partners, employees, and customers feel welcomed and motivated to reach their full potential. By joining our team or one of the companies we serve, you will be contributing to a greater purpose: transforming the job market through meaningful human connections.**