OKTO

Customer Support Analyst L2

OKTO

full-time

Posted on:

Location Type: Remote

Location: Brazil

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About the role

  • - **Customer Support:**** Manage and resolve Level 2 support requests, ensuring fast, clear, and effective service so that customers feel heard and well supported.
  • - **Incident Management:**** Prioritize and manage support tickets, escalating more complex issues to higher-level technical teams when necessary, ensuring quick and efficient resolutions.
  • - **System Performance Monitoring:**** Monitor system performance, proactively identifying potential failures or impacts before they affect users.
  • - **Cross-Functional Collaboration:**** Work closely with Technology, FinOps, Product, and other internal teams to resolve complex issues, fostering collaboration and operational efficiency.
  • - **Feedback Collection and Sharing:**** Gather insights from customer interactions and share relevant feedback with management, contributing to continuous improvement of products, processes, and services.

Requirements

  • - **Effective Communication:**** Fluency in English, with excellent verbal and written communication skills, capable of clearly conveying technical concepts to diverse and international audiences.
  • - **Customer-Focused Mindset:**** Strong customer orientation, with a professional and empathetic approach focused on ensuring the satisfaction of Premium clients.
  • - **Technical Aptitude:**** Interest and willingness to learn about systems and tools used in the role, with a practical approach to troubleshooting.
  • - **Attention to Detail:**** An organized and detail-oriented profile, committed to accurate documentation of incidents and support activities.
  • - **Independent Problem Solving:**** Ability to analyze scenarios, learn quickly, and proactively propose effective solutions.
  • - **Shift Availability:**** Availability to work rotating shifts (6 hours per day, 6 days per week), including weekends and holidays.
  • - **Education:**** A degree in Information Technology, Computer Science, or related fields is considered a plus.
  • - **Experience:**** Previous experience in technical support, fintech, IT helpdesk, i-gaming, or similar roles is highly valued.
  • - **Language**** Fluent English (mandatory)
Benefits
  • - **Competitive compensation** – aligned with your experience and the market.
  • - **Meal allowance** – provided through a prepaid card, with the flexibility to use part of the balance beyond food expenses.
  • - **Health and dental plan** – no monthly cost for you with comprehensive coverage to take care of your health and well-being.
  • - **TotalPass** – access to gyms and partner studios, encouraging a healthy and balanced lifestyle.
Applicant Tracking System Keywords

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

Hard Skills & Tools
Level 2 supportincident managementsystem performance monitoringtroubleshootingdocumentation
Soft Skills
effective communicationcustomer-focused mindsetattention to detailindependent problem solvingcross-functional collaboration