Analista de Suporte

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Analista de Suporte based in Brazil.** This role is ideal for a customer-focused professional who enjoys solving problems and helping users get the most from technology. You will provide support across multiple channels, investigate issues, and guide customers toward effective solutions. The position combines technical troubleshooting with communication, empathy, and relationship management. You will also contribute to a positive customer experience by handling complex situations and resolving conflicts with a proactive approach. The role offers exposure to data analysis, databases, and software functionality in a collaborative environment. It is a great opportunity for someone looking to grow both technically and professionally while making a direct impact on customer satisfaction. ### Accountabilities: - 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. ### 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. ### Benefits - Health insurance assistance. - Home office allowance. - Flexible working hours. - Life insurance. - Meal allowance. - Food allowance. - Education and language assistance. - Access to an online psychological support platform. - Access to online learning and professional development platforms. - Quality-of-life initiatives, including workplace ergonomics and labor gymnastics. - Additional compensation based on length of service. - Opportunities for personal and professional development. - Collaborative and engaging work environment with opportunities for knowledge sharing and team interaction.