Customer Success Analyst – Junior

Revise Group

Customer Success Analyst role at Grupo Revise to assist clients with technical support. Responsible for managing support tickets and client communication effectively.

Posted 7/8/2026full-timeCampinas • 🇧🇷 BrazilJuniorWebsite

Tech Stack

Tools & technologies

ServiceNowSQL

About the role

Key responsibilities & impact

Provide initial handling of tickets received by technical support, ensuring clear, complete and well-organized documentation of information.
Triage, prioritize and route tickets according to impact, urgency, severity and the defined internal workflow.
Assist clients and users in using the platform, resolving operational questions and advising on correct procedures.
Collect evidence for technical analysis, including screenshots, videos, error messages, customer data, timestamps and reproduction steps.
Perform initial problem analysis, validate basic configurations, consult available information and apply documented solutions.
Escalate tickets to Tier 2 when issues require deeper technical analysis, ensuring tickets are forwarded with sufficient context.
Keep the client informed about the progress of requests, avoiding lack of follow-up and ensuring clear, professional communication.
Contribute to updating the knowledge base, documenting procedures, FAQs and recurring solutions.
Support the team in reducing rework, improving the quality of records and meeting service deadlines.

Requirements

What you’ll need

Strong written and verbal communication skills, with the ability to record information clearly, concisely and in an organized manner.
Ability to perform initial ticket triage, understand the customer's reported issue and collect evidence such as screenshots, videos, logs, error messages and step-by-step reproduction.
Basic knowledge of IT, web systems, applications, browsers, internet, user permissions and initial system setup.
Organizational skills to track tickets, meet deadlines, update statuses and keep the customer informed about request progress.
Analytical, patient and collaborative profile, with willingness to learn business rules, internal processes and the platform's operation.
Ability to follow procedures, knowledge bases, support workflows and leadership guidance.
Experience with technical support, SaaS, management systems, ERPs, CRMs, mobile apps or integrated platforms.
Basic SQL knowledge for simple queries, initial data analysis and supporting ticket investigations.
Basic understanding of APIs, system integrations, JSON, XML, Postman or similar tools.
Experience with ticketing systems such as Jira Service Management, Zendesk, Freshdesk, Movidesk, ServiceNow or similar.
Experience supporting dealerships, automakers, DMS, automotive systems or after-sales departments will be considered a plus.

Benefits

Comp & perks

Employee discounts on our products
On-site cafeteria – Breakfast and Lunch
Sesc

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Ticket TriageBasic SQLInitial Problem AnalysisTechnical DocumentationData Collection

Soft Skills

Organizational SkillsAnalytical SkillsCollaborative ProfilePatienceWillingness to Learn