Analista de Suporte - Atendimento ao Cliente (B2B ou B2C) in Brazil at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Analista de Suporte - Atendimento ao Cliente (B2B ou B2C) based in Brazil.

This is a Junior Customer Support role focused on delivering clear, empathetic, and effective assistance to customers using a technology platform. You will act as a first-line support specialist, investigating issues and resolving them whenever possible during the initial interaction. The role combines customer service, troubleshooting, operational diagnosis, and knowledge management. You will work with support resources such as knowledge bases and macros while identifying opportunities to improve processes and reduce recurring issues. When more advanced technical investigation is required, you will ensure cases are escalated with complete evidence and proper follow-up. Your work will directly contribute to customer satisfaction, support efficiency, and continuous improvement.

• Provide first-line customer support, answering questions about platform usage, configurations, features, and operational processes.
• Investigate customer issues and aim to resolve them during the first interaction whenever possible, using knowledge bases, documented procedures, and support macros.
• Perform initial triage and diagnosis of issues such as login problems, spreadsheet import or completion errors, and operational adjustments.
• Escalate cases requiring advanced technical investigation by collecting complete evidence, including screenshots, IDs, reproduction steps, and relevant context.
• Maintain ownership of customer cases throughout the resolution process, monitoring service-level expectations and ensuring appropriate follow-up.
• Categorize support requests and identify gaps or opportunities in the knowledge base to improve support efficiency and enable better use of AI-powered processes.
• Close the loop on every interaction by confirming that the customer's underlying issue has been properly addressed before closing the case.

• Excellent written communication, with the ability to explain workflows, business rules, and technical or operational instructions clearly and accessibly.
• Strong empathy and active listening skills, with the ability to understand the customer's context and adapt communication appropriately.
• Strong sense of ownership and accountability, following customer issues through to effective resolution.
• Emotional intelligence and professionalism, particularly when handling challenging or high-pressure customer interactions.
• Analytical and investigative mindset, with an interest in understanding root causes rather than applying only temporary solutions.
• Previous experience in customer service or technical support, particularly within technology or SaaS companies, is a plus.
• Familiarity with knowledge bases (KBs) and structured support documentation is desirable.
• Ability to learn new technologies and processes quickly and work effectively in a customer-focused environment.

• 100% remote work within Brazil.
• CLT employment.
• Health insurance with employee and dependent coverage, with the applicable copayment rules for dependents.
• Dental insurance option with national coverage.
• Pharmacy discounts.
• Company-paid life insurance.
• Discounts on medical services, hospitals, laboratories, and telemedicine through Dasa+.
• Online psychological consultations, nutrition, and wellness support through Starbem.
• Access to TotalPass and Wellhub fitness and wellness plans, including options for dependents.
• Monthly childcare allowance for eligible dependents.
• Extended parental leave, including 6 months of maternity leave and 20 days of paternity leave, subject to applicable program rules.
• Birthday day off.
• Pet health plan options with reimbursement at veterinary clinics nationwide.
• SESC membership and access to sports, culture, leisure, and wellness facilities.
• Flexible Caju meal and food allowance.
• Monthly home-office allowance.
• Mobility allowance for employees eligible under the applicable hybrid-work conditions.
• Salary advance option through Creditas, subject to the applicable terms.
• Special conditions and financial support for vacation travel through Férias&Co.
• Internal recognition program with rewards.
• Financial referral bonus for successful talent referrals.
• Educational partnerships offering discounts on extension courses, postgraduate programs, MBAs, and language courses.
• Opportunity to participate in the company's employee ownership program.