Junior Support Analyst, Customer Support
inChurch
full-time
Posted on:
Location Type: Hybrid
Location: Rio de Janeiro • Brazil
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Job Level
About the role
- Respond to customers promptly, courteously, and with a personalized approach, ensuring a positive experience at every touchpoint;
- Log, track, and resolve questions, requests, and complaints through available support channels (email, chat, WhatsApp);
- Organize ongoing customer conversations, keeping history up to date and properly categorized;
- Manage bug tickets with the IT team, ensuring clarity and appropriate prioritization for each request;
- Collaborate with a multidisciplinary team to propose and implement solutions that drive customer success;
- Monitor adherence to support metrics (such as SLA, FRT — First Response Time, ART — Average Response Time, CSAT, and quality score), contributing to initiatives that promote continuous improvement;
- Identify recurring problem patterns or suggestions and convey relevant feedback to product and technology teams;
- Contribute to the creation and maintenance of support materials (FAQ, tutorials, knowledge base);
- Ensure communication with customers is clear, empathetic, and assertive, respecting the company’s values and tone of voice.
Requirements
- High school diploma or currently enrolled in higher education
- Experience in external customer support
- Communicative and collaborative
- Familiarity with the Christian community/values
Benefits
- Flexible Benefits
- Health plan (co-pay)
- Day off on your birthday
- Discounts at partner institutions
- Internal culture of continuous learning
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft skills
customer servicecommunicationcollaborationempathyassertivenessproblem-solvingorganizationpersonalizationcontinuous improvementfeedback
Certifications
high school diplomahigher education enrollment