Support Analyst – Junior

NFE.io

Support Analyst in remote position handling customer inquiries via tickets. Diagnosing and resolving first-level issues while collaborating with technical teams.

Posted 8/1/2026full-timeRemote • 🇧🇷 BrazilJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer support through effective ticket management, clear communication, and problem-solving skills. Proficient in documenting interactions and collaborating with cross-functional teams to enhance platform performance.

Highest-signal resume keywords

Customer Support ExperienceTicketing System ProficiencyExcellent Written CommunicationProblem-Solving MindsetStrong Organizational Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills

Ticket ManagementIssue DiagnosisFirst-Level Issue ResolutionKnowledge Base ContributionSLA Adherence

Soft Skills

PatienceClarityConciseness

Tools & Technologies

Support Tool

Industry Keywords

Technical InquiriesOperational InquiriesCollaboration with Product TeamsCollaboration with Engineering Teams

About the role

Key responsibilities & impact

Handle multiple tickets simultaneously, responding to technical and operational inquiries about the platform
Diagnose and resolve first-level issues, escalating to the technical team when necessary
Log all interactions in the support tool clearly and consistently
Follow and meet the defined first-response and resolution SLAs
Identify recurring questions and contribute to the knowledge base (FAQs, response macros)
Collaborate with Product and Engineering teams to report bugs and suggest improvements identified during support

Requirements

What you’ll need

Previous experience in customer support, preferably via ticketing
Excellent written communication — clarity, conciseness, and good grammar are essential in this format
Ability to manage multiple conversations simultaneously without compromising support quality
Patience and a problem-solving mindset, including handling stressed customers
Strong organization to consistently record and document support interactions

Benefits

Comp & perks

Meal & Food Allowance via Caju Benefits, for flexible use
SulAmérica Special Health Plan 100 — nationwide coverage with private room. Primary + 1 dependent fully covered by the company.
SulAmérica Dental Plan — full coverage to care for your smile.
TotalPass — access to gyms and wellness and special conditions for employees and dependents.
Happy Day — one paid day off in your birthday month to enjoy as you wish.
Onboarding Welcome Kit — your arrival starts with the NFe.io spirit.
Fast-growing environment — autonomy, room to build, learn quickly, and make a real impact.