Gedanken - GCertifica

Junior Support Analyst

Gedanken - GCertifica

full-time

Posted on:

Location Type: Remote

Location: Brazil

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Job Level

Junior

About the role

  • Diagnose and resolve advanced platform issues;
  • Provide clear, prompt, and efficient support to users;
  • Log incidents in detail, contributing to the knowledge base;
  • Report bugs, validate fixes, and coordinate with technical teams;
  • Identify patterns, improvement opportunities, and preventive actions;
  • Support the team's growth and promote customer service best practices.

Requirements

  • Solid experience in technical support;
  • Excellent communication skills and analytical ability;
  • Organized, autonomous, and with a systemic (holistic) view;
  • Customer- and solution-oriented.
  • Preferred qualifications:
  • Experience with WhatsApp/online chat support;
  • Knowledge of Zendesk;
  • Experience with SaaS or complex platforms.
Benefits
  • Meal allowance (VR) | Flexible food allowance (VA)
  • Health and dental insurance
  • TotalPass
  • Day off on your birthday
  • Profit-sharing (PLR) according to current policy
  • 3-Year Passport: Round-trip ticket to any destination worldwide after three years with the company — a reward for long-term team members (subject to current policy).
Applicant Tracking System Keywords

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

Hard Skills & Tools
technical supportincident loggingbug reportingpattern identificationpreventive actionsSaaS experienceonline chat support
Soft Skills
communication skillsanalytical abilityorganizational skillsautonomysystemic viewcustomer-orientedsolution-oriented