Junior Level 1 Support Analyst – Customer Experience

RD Station

Customer Success Analyst addressing technical issues for customers of RD Station through various channels. Empowering clients while maintaining high-quality service standards in a multi-product environment.

Posted 7/10/2026full-timeRemote • 🇧🇷 BrazilJuniorWebsite

About the role

Key responsibilities & impact

Provide reactive multi-channel support (online chat/WhatsApp, tickets/email, and video calls) and multi-product support (RDSM, RD CRM, and RD Conversas) to national 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 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 day-to-day improvements that advance the team's mission, including sharing learnings with the team.

Requirements

What you’ll need

Experience providing customer support in technology companies, handling technical platform usage issues that require logical reasoning and investigative thinking;
Practical knowledge of customer support metrics;
Previous experience managing simultaneous interactions across multiple channels (primarily chat and email);
Ability to absorb a high volume of information and perform multiple tasks concurrently;
Genuine interest in and commitment to delivering excellent customer service and experience.

Benefits

Comp & perks

Holistic Well-being: We care for the people who drive progress. We pursue the holistic well-being of every employee through programs and benefits that enable self-care across five pillars: Emotional, Financial, Physical, Occupational, and Social.
Diversity and Belonging: Diversity is what makes us stronger. We actively promote inclusion and belonging, ensuring TOTVS is a place where you can be yourself.
We value racial inclusion and support initiatives to combat structural racism.

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Empathetic SupportLogical ReasoningInvestigative ThinkingOrganizational SkillsFocus and Productivity