Artia

Customer Support Analyst

Artia

full-time

Posted on:

Location Type: Remote

Location: Brasil

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About the role

  • Provide customer support via chat and ticketing system, addressing high-complexity questions related to the system and recording suggestions and incidents;
  • Handle requests through ticket submission channels according to defined processes, aiming to meet service requirements and established targets;
  • Log customer requests in the system with all necessary detailed evidence (open tickets) for all impacted stakeholders;
  • Triage tickets opened by customers and reclassify or categorize them, when necessary, by ticket type or service status;
  • Provide status updates on ongoing requests when requested by the customer via support channels (phone, email, system);
  • Notify leadership about requests or incidents that do not progress after all resolution options have been exhausted within the area’s estimated timeframe;
  • Contribute to meeting individual KPIs (productivity, customer satisfaction surveys and others) as well as the team’s results/targets;
  • Alert leadership and act on potential risks or customer crises;
  • Keep FAQs/knowledge base updated with defined solutions and information shared with customers;
  • Pursue the development and dissemination of knowledge to deliver high-quality support;
  • Actively contribute to process improvements, serving as a reference for the team;
  • Serve as a point of reference for client negotiation in critical situations.

Requirements

  • Bachelor’s degree in Information Technology or related field;
  • Proficient with MS Office (Word, Excel, PowerPoint, Outlook) and internet usage;
  • Experience in technology-related areas;
  • Proven experience in customer support;
  • Previous experience in Support roles;
Benefits
  • Bradesco Health Insurance;
  • Dental plan;
  • Meal/Food allowance (VR/VA) - Flash Card worth R$ 800.00 per month;
  • Education assistance - Scholarship of up to R$ 500.00 for undergraduate, graduate and certification courses;
  • Medication assistance - Reimbursement up to 75%;
  • Time bank (compensatory hours);
  • Standard hours: 07:45–12:00 and 13:30–18:00;
  • BYOD (Bring Your Own Device): cost allowance if you choose to use your personal laptop, or we provide a company machine (your choice);
  • Life insurance;
  • Gifts on special occasions;
  • Day off on your birthday;
  • Employee referral bonus;
  • Career growth and development opportunities;
  • Onboarding kit;
  • Structured onboarding;

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer supportticketing systemKPI trackingprocess improvementincident managementdata loggingtriageknowledge base management
Soft skills
communicationproblem-solvingnegotiationteam collaborationcustomer satisfaction focus
Certifications
Bachelor’s degree in Information Technology