Analista de Suporte
New
J
JobgetherCustomer Success
BrazilFull-TimeMiddle
Salary not disclosed
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Job Details
- Required Skills
- Data AnalysisCustomer support
Requirements
- Background in Information Technology or equivalent knowledge of databases, with an interest in technology, data analysis, and problem-solving.
- Knowledge of databases and programming logic, particularly as applied to data analysis and technical troubleshooting.
- Strong written and verbal communication skills, with the ability to explain technical information clearly to customers with different levels of technical knowledge.
- Empathy and interpersonal skills to understand customer challenges, build trust, and maintain positive relationships throughout the support process.
- Emotional resilience and a solution-oriented mindset to remain effective when handling crises, conflicts, and challenging customer interactions.
- Strong organization and prioritization skills, with the ability to manage multiple requests and competing demands efficiently.
- Proactive, collaborative, and customer-oriented approach, with a genuine interest in helping users and continuously improving their experience.
- High school education and/or a degree, preferably with an academic or professional background related to Technology or a relevant field.
Responsibilities
- Provide customer support through all available service channels, ensuring that questions, requests, and technical issues are addressed efficiently and professionally.
- Deliver a high-quality customer experience by understanding users' needs, communicating clearly, and providing practical and effective solutions.
- Manage customer crises and challenging situations by resolving conflicts, maintaining a constructive approach, and involving the appropriate internal teams when necessary.
- Conduct calls and remote access sessions to investigate customer issues, identify root causes, and support the resolution of technical problems.
- Respond to customer support tickets and provide clear guidance on the use of the platform, helping users resolve questions and better understand its functionalities.
- Conduct monthly online training sessions to help customers understand and effectively use the system's basic features and functionalities.
- Manage a high volume of simultaneous support requests while maintaining organization, prioritization, responsiveness, and attention to service quality.
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