Junior Support Analyst

LWSA

Junior Support Analyst at Wake Commerce supporting customer inquiries via phone, WhatsApp, and tickets. Collaborating with teams to resolve issues and enhance service operations.

Posted 4/13/2026full-timeCuritiba • 🇧🇷 BrazilJuniorWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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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