Customer Support Analyst
New
J
JobgetherE-commerce analytics
Based in Brazil; Work from anywhere in BrazilFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- At least 3 years of professional experience in customer service or customer support (mandatory).
- Required Skills
- HubSpotTroubleshootingCRMCustomer support
Requirements
- At least 3 years of professional experience in customer service or customer support.
- Previous SaaS sales experience and understanding of subscription-based software solutions and customer needs.
- Experience delivering customer training, onboarding sessions, or product presentations.
- Hands-on experience using CRM platforms to manage customer interactions and information; HubSpot is preferred.
- Ability to analyze customer issues, troubleshoot problems, and provide clear, practical solutions.
- Strong organizational skills, attention to detail, and ability to manage multiple customer requests.
- Ability to collaborate with cross-functional teams and communicate customer feedback.
- Spanish fluency is a nice to have.
- E-commerce company or Mercado Livre seller-support experience is a nice to have.
- Familiarity with marketplace operations, e-commerce business models, and digital sales processes is a nice to have.
- Interest in Big Data, Business Intelligence, and Artificial Intelligence applied to e-commerce analytics is a nice to have.
Responsibilities
- Assist customers through chat and email, responding to inquiries and resolving questions.
- Troubleshoot platform incidents and technical issues and guide users through solutions.
- Help customers understand platform features and use them effectively.
- Support customer onboarding, training sessions, and product presentations.
- Help customers apply platform features and data insights to e-commerce strategies.
- Monitor customer needs and identify challenges affecting satisfaction, engagement, or retention.
- Document and report product bugs and technical issues to the Development team.
- Gather customer feedback and communicate feature requests to the Product team.
- Collaborate with internal teams to improve support processes and the user experience.
- Identify opportunities to improve adoption and reduce churn.
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