Bitly

Junior L1 Support Analyst – Customer Experience

Bitly

full-time

Posted on:

Location Type: Remote

Location: Brazil

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Junior

Tech Stack

Cloud

About the role

  • 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)
Applicant Tracking System Keywords

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

Hard Skills & Tools
technical issue resolutionroot cause analysiscustomer support metricsdigital marketing processesmulti-product supportB2B SaaS experience
Soft Skills
solution-oriented supportempathetic communicationtask prioritizationorganizational skillsinvestigative thinkingcustomer service excellenceinformation assimilationmultitasking