Mid-Level Support Analyst
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Job Description
Analista de Suporte na Aurum, empresa de software jurídico, atendendo clientes do Astrea por chat. Investigação consultiva de problemas e melhoria da experiência do cliente.
Responsibilities:
- Provide consultative, personalized, and solution-oriented customer support via chat
- Independently investigate and resolve issues by identifying their root causes
- Guide customers on Astrea’s features, settings, and usage
- Adapt communication to each customer’s profile and level of knowledge
- Identify usage difficulties, adoption barriers, and guidance opportunities
- Escalate complex situations to other teams with clear information and context
- Identify patterns, recurring questions, and opportunities for improvement
- Flag risks that could negatively impact the customer experience
- Propose improvements to processes, procedures, workflows, and support materials
- Contribute to the team’s knowledge base and procedures
- Share knowledge and best practices with colleagues
- Participate in department projects and initiatives
- Accurately and reliably document customer interactions
- Monitor performance and quality metrics
- Stay up to date on Astrea, its features, and updates
- Manage daily routines and priorities with organization and accountability
Requirements:
- Solid professional experience in customer care, customer service, support, or customer relations, independently handling customer issues
- Experience providing support through digital channels, especially chat and/or customer engagement platforms
- Strong written and verbal communication skills
- Ability to structure clear guidance for different audiences
- Active listening and the ability to interpret customer needs
- Logical reasoning and investigative skills to analyze problems and identify solutions
- Autonomy and accountability in handling customer interactions and managing daily responsibilities
- Strong organizational and prioritization skills
- Agility and adaptability when learning new knowledge, tools, and processes
- Ownership of one’s professional development
- Familiarity with digital tools and different systems
- Ability to work collaboratively
- Interest in a consultative approach focused on customer experience and success
- Preferred: experience in technology companies, especially SaaS
- Preferred: experience in Customer Experience, Customer Success, or Customer Care
- Preferred: experience providing consultative support and customer guidance
- Preferred: knowledge of support, CRM, and conversation management platforms such as Intercom
- Preferred: familiarity with CSAT, AHT, FCR, repeat contacts, and quality metrics
- Preferred: knowledge of the customer journey, activation, adoption, and retention
- Preferred: ability to identify patterns and recurring issues in customer interactions
- Preferred: participation in process, procedure, or operational improvement initiatives
- Preferred: experience sharing knowledge, mentoring colleagues, or supporting training programs
- Preferred: knowledge of the legal market and the day-to-day work of professionals who use Astrea
Benefits:
- Meal/Food Allowance: BRL 1,300 per month on a flexible card, with no payroll deduction
- Home Office Allowance: BRL 135 per month, with no payroll deduction
- Bradesco national health insurance
- SulAmérica dental insurance
- Life insurance
- Extended parental leave through the Empresa Cidadã Program, including adoption, same-sex couples, and single-parent families
- Childcare allowance for children up to 5 years old
- Gympass/Wellhub
- Conexa Saúde, including 2 free psychological consultations and 2 free nutritional consultations per month
- Guapeco: pet health insurance with nationwide coverage and reimbursements of up to 100%
- Partnerships with language schools, offering discounts on English and Spanish courses
- Profit Sharing and Results (PLR)
- Relax Week: business days between Christmas and New Year’s Day off
- Workstation Allowance: BRL 2,400
- Loaned laptop
- Birthday day off
- Great Place to Work certification
- Feedback culture
- Development guilds
- Individual Development Plan (IDP) during onboarding
- Aurum Talks
- Frequent all-hands meetings with the entire Aurum team
- OKR transparency
- Celebratory events
- Performance reviews
- Development programs
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