RD Station

Junior Level 1 Support Analyst – Customer Success

RD Station

full-time

Posted on:

Location Type: Remote

Location: Brazil

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Job Level

Junior

About the role

  • Provide reactive, multichannel support (online chat/WhatsApp, tickets/email and occasionally video calls) for multiple products (RDSM, RD CRM and RD Conversas) to domestic and international customers;
  • Investigate, analyze and resolve technical issues, focusing on identifying root causes and proposing sustainable solutions;
  • Ensure high-quality, solution-oriented, and empathetic support that empowers customers to use our solutions autonomously;
  • Prioritize and organize support requests in high-demand environments, maintaining transparency, focus and productivity;
  • Monitor support and customer satisfaction metrics, ensuring quality standards and SLAs;
  • Propose and implement day-to-day improvements that advance the team's mission;
  • Document and share best practices and learnings, collaborating with the team to build an effective knowledge base.

Requirements

  • Experience supporting customers by resolving technical issues related to platform usage, preferably within a technology company;
  • Experience handling support cases that require logical reasoning and investigative thinking;
  • Previous experience managing simultaneous support interactions across multiple channels (primarily chat and email);
  • Ability to absorb a high volume of information and perform multiple tasks simultaneously;
  • Genuine interest in delivering excellent customer service and experience.
Benefits
  • The challenge of our Customer Success area is empowering customers and partners on their predictable growth journey.
  • We are the frontline for all customers who subscribe to RD Station.
  • Our role is to solve complex problems for small and medium-sized businesses in Brazil, addressing root causes rather than symptoms.
  • This ensures customers don't need to return to support for the same issue.
  • Therefore, being a "Hero" (as we call support team members) also means being a multi-channel, multi-product relationship manager with strong customer service skills (demonstrating patience, resilience and a customer-success-oriented attitude).
Applicant Tracking System Keywords

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

Hard Skills & Tools
technical issue resolutionroot cause analysissupport case managementmultichannel supportcustomer satisfaction metricsSLA monitoringknowledge base documentation
Soft Skills
empathyorganizational skillslogical reasoninginvestigative thinkingcustomer servicemultitaskingcommunication