Junior Support Analyst – Customer Success, Spanish
RD Station
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇧🇷 Brazil
Visit company websiteJob Level
Junior
About the role
- Provide reactive multichannel support (online chat/WhatsApp, tickets/email and occasionally video calls) and support multiple products (RDSM, RD CRM and RD Conversas) for national and international customers.
- Investigate, analyze and resolve technical issues, focusing on identifying root causes and proposing sustainable solutions.
- Ensure high-quality, empathetic, and resolution-oriented support that empowers customers to use our solutions independently.
- Prioritize and organize support tasks in high-demand environments while maintaining transparency, focus and productivity.
- Monitor support and customer satisfaction metrics, ensuring quality standards and SLAs are met.
- Propose and implement daily improvements that advance the team’s mission.
- Document and share best practices and learnings, collaborating with the team to build an efficient knowledge base.
Requirements
- Experience providing customer support and resolving technical issues related to platform usage in a B2B SaaS technology environment.
- Experience handling cases that require logical reasoning and investigative thinking.
- Previous experience managing simultaneous support across multiple channels (primarily chat and email).
- Ability to absorb a high volume of information and perform multiple tasks concurrently.
- Advanced knowledge and/or fluency in Portuguese and Spanish.
- Genuine interest in and commitment to delivering excellent customer service and experience.
Benefits
- Not listed in the description
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical issue resolutionB2B SaaSmultichannel supportroot cause analysiscustomer satisfaction metricssupport task prioritizationknowledge base documentationinvestigative thinkinglogical reasoning
Soft skills
empathycustomer serviceorganizational skillstransparencyfocusproductivitycollaborationcommitment to excellence