Pessoa Analista de Suporte em Licitações

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 Pessoa Analista de Suporte em Licitações based in Brazil.** As a Pessoa Analista de Suporte em Licitações, you will help customers navigate technology and processes related to government procurement with confidence. You will provide responsive, practical support across multiple digital and remote communication channels. The role combines customer service, technology, problem-solving, and knowledge of Brazilian bidding and procurement processes. You will investigate customer needs, monitor requests, and ensure questions and issues are resolved efficiently. You will also identify opportunities to improve how customers use the platform and contribute to better support practices. Staying current with legislation and industry developments will be essential to providing accurate and relevant guidance. This is a fully remote opportunity for a collaborative and customer-focused professional who enjoys technology and continuous improvement. ### Accountabilities - Provide agile, practical, and efficient customer support through email, chat, WhatsApp, telephone, and remote assistance, ensuring users feel supported and their questions are satisfactorily resolved. - Build and maintain strong customer relationships through empathetic, clear, and professional communication. - Develop a comprehensive understanding of the platform, its applications, policies, and procedures to provide accurate and effective assistance. - Analyse customer support processes and team routines to identify opportunities for improving platform usage and implementing better practices. - Organise and maintain accurate customer-service records, ensuring requests are properly documented, followed up, and resolved. - Monitor open customer requests and proactively follow up to ensure timely resolution and a positive customer experience. - Keep up to date with legislation, regulations, and market developments related to government procurement and bidding processes. - Translate relevant changes in procurement rules and practices into practical guidance for customers when appropriate. - Collaborate with internal teams to identify recurring issues, improve processes, and contribute to continuous improvements in the support experience. ## Requirements - Practical knowledge of government procurement and bidding processes in Brazil. - Previous experience in customer service, customer support, or a similar client-facing role. - Ease and confidence working with technology and learning new software platforms. - Strong interpersonal skills, empathy, and the ability to establish positive relationships with customers. - Excellent written and verbal communication skills, with the ability to explain processes and technical information clearly. - Strong organisation and follow-through, with the ability to manage multiple customer requests and priorities simultaneously. - Proactive and analytical mindset, with an interest in identifying problems and suggesting practical improvements. - Ability to work independently and maintain productivity in a fully remote environment. - Familiarity with the relevant customer-support platform is a plus. - Experience with tools such as WhatsApp, Movidesk, 55PBX, AnyDesk, Loom, Notepad++, Slack, and Google Workspace is advantageous. - Willingness to continuously learn about changes in procurement legislation, regulations, technology, and customer needs. ## Benefits - Fully remote, home-office work model. - Full-time employment, Monday to Friday, from 08:00 to 12:00 and 13:30 to 18:00. - **R$770 monthly food allowance** provided through the Flash card. - **R$230 monthly home-office allowance** provided through the Flash card. - Health insurance with 100% of the monthly premium covered by the employer. - Dental insurance with 100% of the monthly premium covered by the employer. - Emotional and mental health support plan. - Pharmacy discounts. - Life insurance. - Open English partnership and learning benefits. - Access to coworking spaces through the Woba network in Brazil, Argentina, Mexico, and Portugal. - Birthday day off. - Welcome gift. - Opportunity to work in a collaborative, technology-driven environment focused on innovation and continuous improvement.