Mercos

Customer Support Analyst

Mercos

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇧🇷 Brazil

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Job Level

Mid-LevelSenior

Tech Stack

AndroidERPiOS

About the role

  • Ensuring customer success means thinking long-term
  • More than a "post-sale" role, our goal for Customer Support Analysts is to have dedicated people who will closely manage our customers, guiding them and helping them work correctly with the system
  • Receive people who reach out for help (phone, email, and chat) and seek to understand their needs beyond the issue presented
  • Analyze the integration code lines between the ERP and Mercos, using a validation document to check for possible adjustments and communicate with the partner about potential fixes
  • Redirect financial requests and bug fixes to the responsible squads (Finance and Application Support)
  • Assist our customers with Mercos usability questions, working to understand the customer's scenario and how to connect it to the system's tools
  • Participate in daily meetings (goal tracking, course corrections, and sharing successes) and weekly meetings (reviewing mistakes and successes)
  • Actively engage in a collaborative learning environment, leading and participating in team trainings
  • Be responsible for your own development through your Individual Development Plan (PDI), and actively participate in follow-up/1:1 meetings

Requirements

  • Experience in Customer Support at technology companies or startups
  • Technical knowledge of Google Sheets and operating systems: Windows, iOS, and Android
  • Ability to interact with customers with patience and empathy
  • Problem-solving attitude and initiative to suggest improvements for both customers and internal processes
  • Ability to communicate with the team in meetings, trainings, and other day-to-day contexts
  • Analytical capability to dive into scenarios presented by customers
  • Excellent verbal and written communication
  • Knowledge of how commercial representation, distributors, and manufacturing segments operate
  • Knowledge and experience with integrations between systems or ERPs
  • Experience with objection handling, churn/cancellation control, and customer success
Benefits
  • 💰PLR - Profit and Results Sharing Program
  • 🍎Home-office allowance + meal/food voucher on the Caju flexible benefits card
  • 🚑Health and Dental plan with national coverage
  • 👩🏽‍⚕️Access to an online psychological counseling platform every 15 days
  • 💻Access to an educational platform with full scholarships for undergraduate, postgraduate, short courses, languages, and MBA
  • 🏋🏼‍♀️Wellhub (formerly Gympass): App with access to partners for physical activities (gyms) and partners for physical, emotional, and nutritional well-being
  • 👶🏾Extended Parental Leave (Company Citizen): 6 months of maternity leave and 20 days of paternity leave
  • 🍉Stocked kitchen with snacks and fruit at the Joinville/SC office
  • 🎉Day off during your birthday month
  • 🤑Referral bonus for recommending new MPlayers
  • 📚Book program (you suggest the book and we purchase it)
  • 👨🏻‍🏫Partnerships with educational and language institutions
  • 🤓Trainings and workshops for learning
  • 💺Annual travel to Joinville/SC for our in-person meetups
  • 🧭Reduced working hours to 40 hours per week
  • 🤑Budget to set up your home office
  • 💻The laptop is yours after 48 months of use!
  • 🎉Monthly in-person and remote Happy Hours
  • 🎁Gifts sent on special occasions

Applicant Tracking System Keywords

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

Hard skills
integration code analysisERP systemsGoogle Sheetsoperating systemsWindowsiOSAndroid
Soft skills
customer supportpatienceempathyproblem-solvinginitiativecommunicationanalytical capabilityverbal communicationwritten communication