Pessoa Analista de Suporte Júnior
J
JobgetherTechnology/Public Services
Based in BrazilFull-TimeJunior
Salary not disclosed
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Job Details
- Required Skills
- Data AnalysisMicrosoft ExcelCustomer serviceGoogle Workspace
Requirements
- Higher education completed or currently in progress in Social Work (Serviço Social) or a related field.
- Proficiency with Excel or Google Workspace for organizing, analyzing, and presenting information.
- Ability to create and maintain reports and dashboards and transform data into clear visualizations.
- Understanding of customer-service concepts, processes, and best practices.
- Familiarity with customer-support performance metrics and KPIs.
- Analytical mindset with the ability to interpret results, identify patterns, and support operational decisions.
- Strong organizational skills and attention to detail when managing customer requests, databases, and documentation.
- Clear communication skills and a customer-oriented approach.
- Ability to work collaboratively while taking ownership of assigned tasks.
Responsibilities
- Provide support to internal and external customers through key communication channels, including phone, support center, and meetings.
- Triage and prioritize customer tickets, ensuring requests are correctly categorized and directed for resolution.
- Analyze and reproduce reported cases, gathering detailed information to understand the underlying causes of questions, incidents, or problems.
- Document unresolved issues and adjustments that cannot be addressed directly through the system, escalating them to the appropriate technical or operational teams.
- Monitor incoming ticket volumes and follow up on requests to help ensure service-level and response-time commitments are met.
- Support the monitoring and analysis of customer-support performance indicators and operational KPIs.
- Create and update customer-facing knowledge-base materials, including instructional articles and videos.
- Collaborate with internal teams to improve support processes, documentation, and the overall customer experience.
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