Operand

Customer Support Analyst

Operand

full-time

Posted on:

Location Type: Remote

Location: Brasil

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Job Level

Junior

Tech Stack

LinuxMacOS

About the role

  • Respond to and log support requests via chat, email and the ticketing system, ensuring clear and organized information.
  • Perform thorough triage, understanding the customer context and collecting relevant data to diagnose questions and incidents.
  • Guide customers in using the platform, often directing them to (and improving) Help Center content.
  • Diagnose and resolve technical issues related to software, configuration, network and usability.
  • Implement workarounds when necessary, restoring service quickly.
  • Escalate requests to other teams in a structured way and follow up until final resolution.
  • Ensure SLA compliance by working proactively and in an organized manner.
  • Record interactions in detail, creating a reliable history for future analysis.
  • Actively contribute to the creation, review and improvement of the Help Center, FAQs and internal documentation.
  • Identify patterns in recurring questions and issues, suggesting process, product or communication improvements.
  • Support continuous improvement of the customer experience based on metrics such as CSAT and ticket volume.
  • Propose improvements and bring ideas to help evolve the product.

Requirements

  • Minimum of 1 year of experience in customer service or technical support.
  • Experience working in SaaS companies.
  • Familiarity with support tools such as Zendesk, Movidesk, Intercom or similar.
  • Excellent verbal and written communication in Portuguese.
  • Proactive, curious profile with a genuine desire to learn.
  • Strong organizational skills, self-management and a sense of priority.
  • Logical reasoning and ability to resolve problems in a practical way.
  • Knowledge of operating systems (Windows, macOS and Linux).
  • Basic networking and troubleshooting knowledge.
  • Active listening skills and empathy in customer interactions.
  • Energy, a positive attitude and responsibility for the customer experience.
  • Experience creating or maintaining a Help Center, FAQs or internal documentation.
  • Experience or knowledge in building chatbots.
  • Experience working with clients from marketing or advertising agencies.
  • Basic knowledge of API integrations.
  • Interest in customer education and process improvement.

Applicant Tracking System Keywords

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

Hard skills
technical supportSaaSnetwork troubleshootingoperating systemsAPI integrationschatbot developmentHelp Center maintenancecustomer experience metricsproblem resolutiondata analysis
Soft skills
communicationorganizational skillsself-managementlogical reasoningactive listeningempathyproactivitycuriositypositive attituderesponsibility