Customer Support Analyst – B2B
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Job Description
B2B Customer Support Analyst supporting Terra Mobility’s intercity travel SaaS systems. Troubleshooting users, integrations, APIs, and service indicators.
Responsibilities:
- Provide technical support to users in the operation of management systems
- Log incidents and open support tickets, contributing to corrective activities and service improvements
- Guide, train, and clarify technical questions regarding newly implemented or modified features in management systems for other company areas
- Handle requests according to predefined priorities, directing complaints to the appropriate solutions
- Advise users on the use of the company’s IT systems
- Proactively monitor systems and indicators, identifying and resolving issues through reports and analyses
- Contribute insights to support the involved areas
- Provide support for integrations and APIs
- Collaborate with Product and Development teams
Requirements:
- Intermediate knowledge of Microsoft Office Suite
- Experience with B2B systems
- Knowledge of databases and SQL language
- Experience in API consumption and use of support tools such as Postman
- Management and creation of support area indicators
- Ability to analyze processes and propose improvements to stakeholders
- Strong communication skills
Benefits:
- Equity in the company
- Flexible hours
- Hackathons
- Free bus tickets anywhere in the world
- Flexible benefits through the Swile card
- National health and dental care coverage
- Sesc benefits
- Scheduled day-offs
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