Junior L1 Support Analyst – Customer Experience
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Job Description
Customer Support Analyst providing multichannel support for Exact Sales' clients via chat, email, and phone. Responsibilities include resolving technical issues and ensuring customer satisfaction.
Responsibilities:
- Work with reactive, multichannel support (via online chat/WhatsApp, tickets/email, phone and video call) and multiple products (Exact Sales and RD Station solutions);
- Investigate, analyze and resolve technical issues, focusing on identifying root causes and proposing sustainable solutions;
- Ensure high-quality, solution-oriented and empathetic support that empowers customers to use our solutions independently;
- Prioritize and organize support tasks in high-demand environments, maintaining transparency, focus and productivity;
- Monitor support and customer satisfaction metrics, ensuring quality standards and SLAs are met;
- Propose and implement day-to-day improvements that advance the team’s mission, including sharing learnings with the team.
Requirements:
- Experience providing customer support in technology companies, addressing technical platform usage issues that require logical reasoning and investigative thinking;
- Practical knowledge of customer support metrics;
- Prior experience handling simultaneous support across multiple channels (primarily chat and email);
- Ability to assimilate a high volume of information and perform multiple tasks concurrently;
- A genuine interest in delivering excellent customer service and customer experience;
- Basic understanding of digital marketing processes;
- Experience in multi-product and/or B2B SaaS companies;
- Experience with platforms such as Service Cloud, Zendesk, Slack, G Suite;
- Experience with Exact Sales and/or RD Station solutions, or similar.
Benefits:
- 40-hour work week
- Employment under CLT (Brazilian labor regime)
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