LWSA

Junior Support Analyst

LWSA

full-time

Posted on:

Location Type: Hybrid

Location: Curitiba • Brazil

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Job Level

Junior

About the role

  • Provide support to customers through the company's service channels (phone, WhatsApp, and ticketing system) regarding topics and processes related to Wake products
  • Receive and analyze customer requests, resolving them immediately when possible and/or documenting and forwarding them to the responsible team for resolution
  • Keep customers informed about their requests through the ticketing system
  • Promptly and accurately handle customer requests, recording and resolving tickets in accordance with technical procedures
  • Interact with other problem-solvers to resolve, manage, and follow up on customer requests
  • Propose improvements, training, and/or documentation to address issues
  • Assist coordination in generating metrics and in managing critical tickets

Requirements

  • Knowledge of customer service best practices
  • Bachelor's degree completed or in progress in Communication, Business Administration, Systems Analysis and Development, or related fields
  • Professional maturity to work as part of a team and provide courteous, high-quality customer service
  • Proactive, organized, punctual, and flexible to work in a dynamic environment
  • Negotiation skills to assertively manage deadlines and deliverables
  • Knowledge of processes and procedures for using customer service and relationship systems, CRM, e-commerce and marketplace platforms, or other corporate software
  • Knowledge of e-commerce operations is a plus
Benefits
  • Competitive salary
  • Work environment with autonomy, learning opportunities, and challenges
  • Unimed health plan and Odontoprev dental plan 100% paid by the company for employees with no co-payment
  • Meal or food allowance — R$30.00 per day
  • Transportation allowance
  • Day Off
  • PPR (Profit-Sharing Program)
  • WellHub (GymPass)
  • 6-month maternity leave
  • Group life insurance
  • Childcare assistance for children up to 5 years old
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer service best practicesticketing systemCRMe-commercemarketplace platformsdocumentationmetrics generationproblem-solving
Soft Skills
professional maturityteamworkcourteous serviceproactiveorganizedpunctualflexiblenegotiation skills
Certifications
Bachelor's degree in CommunicationBachelor's degree in Business AdministrationBachelor's degree in Systems Analysis and Development