Analyst

• Respond to users via phone, email or ticketing system, registering, categorizing and prioritizing requests clearly and systematically;
• Resolve user questions and guide users on the correct use of the company's educational platforms and products;
• Monitor ticket status, keep users informed and ensure satisfaction with the support provided;
• Support back-office activities related to support, such as data verification, updating records and logging interactions;
• Conduct user orientation sessions, explaining basic usage of tools and platform features;
• Escalate recurring issues or suggested improvements observed during user interactions to internal teams;
• Contribute to the creation and maintenance of support materials, such as FAQs, guides and simple tutorials;
• Work in compliance with internal customer service, quality and data privacy policies.

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