CIAL Dun & Bradstreet

Junior Customer Support Analyst

CIAL Dun & Bradstreet

full-time

Posted on:

Location Type: Hybrid

Location: São Paulo • Brazil

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Job Level

Junior

About the role

  • Assist customers through multiple channels (chat, phone, or ticketing platform).
  • Identify, analyze, and resolve questions, requests, and incidents.
  • Accurately record and categorize interactions in the system.
  • Ensure clarity, empathy, and conciseness in all communications.
  • Prioritize requests according to SLA and severity.
  • Escalate cases when necessary, providing full context to other teams.
  • Track tickets through to final resolution.
  • Identify process improvement opportunities and report recurring feedback.
  • Contribute to updating FAQs and the knowledge base.

Requirements

  • Previous experience in customer service or support.
  • Excellent written and verbal communication skills.
  • Organized and detail-oriented.
  • Strong analytical and problem-solving abilities.
  • Proactive with a strong sense of responsibility.
  • Comfortable working with digital systems and tools.
  • Nice-to-have: experience with support tools (e.g., Zendesk, Intercom, Freshdesk, Linear, Jira).
  • Experience in a SaaS or B2B environment.
  • Basic knowledge of customer experience metrics (CSAT, NPS, SLA).
  • Experience classifying and analyzing tickets.
Benefits
  • We welcome applicants of all backgrounds, regardless of race, ethnicity, gender, sexual orientation, or disability.
  • CIAL provides equal opportunity to employees and candidates and prohibits any form of discrimination or harassment based on race, color, religion, age, sex, nationality, disability, genetic information, sexual orientation, gender identity or expression, or any other characteristic protected by law.
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer servicesupportticket classificationproblem-solvingprocess improvementcustomer experience metricsCSATNPSSLA
Soft Skills
written communicationverbal communicationorganizational skillsdetail-orientedanalytical skillsproactiveempathyclarityconciseness