Customer Service Analyst

Mercos

Customer Service Analyst managing inquiries from clients in Brazil's technology sector. Engaging with clients and resolving issues within a collaborative environment.

Posted 6/8/2026full-timeRemote • 🇧🇷 BrazilMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

AndroidERPiOS

About the role

Key responsibilities & impact

Receive people who contact you asking for help (phone, email and chat) and seek to understand their needs beyond the reported issue
Analyze the integration code between the ERP and Mercos, using a validation document to identify potential adjustments and inform the partner about necessary corrections
Redirect financial requests and bug reports to the responsible squads (Finance and Application Support)
Assist our customers with Mercos usability questions, understanding the customer’s context and how to connect their workflows to the system’s tools
Participate in daily meetings (target tracking, course corrections and sharing successes) and weekly meetings (reviewing wins and losses)
Actively engage in a collaborative learning environment, leading and participating in team training sessions
Be responsible for your own development through your Individual Development Plan (IDP) and actively participate in follow-up / 1:1 meetings

Requirements

What you’ll need

Experience in Customer Service 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
Proactive problem-solving attitude and willingness to suggest improvements for customers and internal processes
Ability to communicate with the team in meetings, training sessions and other day-to-day contexts
Analytical capability to dive deep into customer scenarios
Excellent verbal and written communication
Knowledge of the commercial representation, distribution and manufacturing segments (plus)
Knowledge and experience with system or ERP integrations (plus)
Experience in objection handling, churn/cancellation control and customer success (plus)

Benefits

Comp & perks

💰PLR - Profit Sharing and Results Participation Program
🍎Home-office allowance + meal/food allowance on the Caju flexible benefits card
🤑Budget to set up your home office
🚑Health and Dental plan with nationwide coverage
👩🏽‍⚕️Access to Moodar for online psychological care (benefit extendable to family)
💻Access to an educational platform with full scholarships for undergraduate, postgraduate, short courses, languages and MBA
🏋🏼‍♀️Wellhub (formerly Gympass): app providing access to partners for physical activities (gyms) and partners for physical, emotional and nutritional well-being for you and your family

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

integration code analysissystem integrationsERP integrationsGoogle Sheetsoperating systems

Soft Skills

customer servicepatienceempathyproactive problem-solvingcommunicationanalytical capabilityverbal communicationwritten communication