Descrição da vaga
Junior Customer Support Analyst (Technical Support)
About the Opportunity
We are looking for a Customer Support Specialist to join a global technology team supporting innovative digital products and platforms.
This is a long-term remote opportunity for professionals based in Brazil who enjoy solving problems, helping customers, and working closely with product and engineering teams in a fast-paced environment.
The ideal candidate combines strong customer service skills with technical curiosity and the ability to troubleshoot software-related issues.
Key Responsibilities
- Serve as the first point of contact for customer support inquiries.
- Capture and document critical issue details within the ticketing system.
- Troubleshoot software and platform-related issues through investigation and testing.
- Guide customers through troubleshooting steps and identify whether issues are technical defects or user knowledge gaps.
- Maintain clear and professional communication with customers throughout the resolution process.
- Collaborate closely with Product and Engineering teams to escalate and resolve complex issues.
- Contribute to the continuous improvement of support processes and knowledge base documentation.
- Assist in monitoring service levels and support performance metrics.
- Identify recurring issues and recommend process or product improvements.
Required Qualifications
- 1+ year of experience in Customer Support, Customer Service, Technical Support, Help Desk, Service Desk, or similar roles.
- Experience working with ticketing systems.
- Strong troubleshooting and problem-solving skills.
- Excellent written communication skills.
- Ability to explain technical concepts in a simple and customer-friendly manner.
- Experience supporting a high volume of customer inquiries.
- Strong organizational skills and attention to detail.
- Ability to work independently in a remote environment.
- Professional English communication skills (written and verbal).
Preferred Qualifications
- Experience supporting SaaS products or technology platforms.
- Familiarity with Jira, Confluence, Intercom, or similar support tools.
- Experience collaborating with software engineering or product teams.
- Previous experience creating support documentation or knowledge base articles.
- Leadership or customer service management experience is a plus.
What We're Looking For
- Customer-first mindset.
- Empathy and strong communication skills.
- Curiosity and passion for technology.
- Ability to manage multiple priorities simultaneously.
- Continuous learning mentality.
- Strong sense of ownership and accountability.
Work Environment
- 100% Remote (Brazil)
- Long-term project | PJ
- International team environment
- Schedule aligned with U.S. Central Time (CST)