Proesc

Level 1 Support Analyst – Junior

Proesc

contract

Posted on:

Location Type: Hybrid

Location: Macapá • Brazil

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Job Level

Junior

Tech Stack

Postgres

About the role

  • Respond to customer requests in real time, ensuring efficient and courteous communication.
  • Log and categorize tickets in Zendesk, prioritizing and escalating requests as needed.
  • Provide low- and medium-complexity solutions, such as guidance on platform usage and resolution of common questions.
  • Monitor open tickets to ensure updates and resolutions are provided within established SLAs.
  • Collaborate with Tier 2 (N2) and Tier 3 (N3) teams to route more technical or complex issues, following up until final resolution.
  • Share feedback and insights gathered from support interactions to help improve processes and platform features.
  • Participate in training to enhance technical knowledge and service quality.

Requirements

  • Experience in customer service, preferably in technical support or SaaS environments.
  • Basic familiarity with support tools such as Zendesk (or willingness to learn quickly).
  • Clear verbal and written communication skills.
  • High school diploma (currently enrolled in higher education is a plus).
  • Ability to organize and prioritize tasks in a dynamic environment.
  • Empathy and customer focus, with attention to the specific needs of public and private schools.
  • Comfortable using technology tools and troubleshooting basic issues.
  • Previous experience in the education sector or with SaaS platforms is a plus.
  • Basic knowledge of ticket management practices, such as ITIL.
  • Familiarity with terminology and processes related to educational institutions, such as academic and financial administration.
  • Knowledge of databases (PostgreSQL) for queries and diagnostics.
Benefits
  • CAJU multi-solution card;
  • Health partners for Proescker: Conexa Saúde, Wellhub (Gympass), and Macapá Health Clinics;
  • Amil Health and Dental plan;
  • In-house psychological support;
  • Proesc career plan with Technical and Leadership tracks.
Applicant Tracking System Keywords

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

Hard Skills & Tools
ticket managementtroubleshootingPostgreSQLSaaSITIL
Soft Skills
communicationorganizationprioritizationempathycustomer focus