Support Analyst, Mid-level
Simples Dental
full-time
Posted on:
Location Type: Remote
Location: Brazil
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About the role
- Attend Simples Dental customers via email, chat, tickets, Meet and phone;
- Guide customers on using the platform and its features;
- Resolve known questions and issues following predefined flows, documentation and playbooks;
- Perform proper triage and categorization of tickets;
- Escalate requests when necessary, ensuring full context and information;
- Create and review FAQs and knowledge base articles;
- Share learnings and challenges in team meetings;
- Maintain a human-centered approach to support aligned with Simples Dental’s culture;
- Monitor your support metrics and pursue continuous improvement.
Requirements
- Demonstrate empathy, listen attentively, and understand customer pain points;
- Be dynamic and able to handle different areas of the system;
- Have excellent written and verbal communication skills;
- Build good relationships with people and enjoy working in a team;
- Be proactive, organized, and possess analytical skills;
- Experience in technical support (desirable but not required);
- Familiarity with technology and SaaS products;
- Actively participate in team meetings and rituals;
- Have a strong desire to learn and contribute to the team’s growth!
Benefits
- Meal/Food allowance (VA/VR) of R$1,000.00 | iFood card - no deductions during vacation;
- Home office allowance of R$150.00;
- Wellz - mental health/psychotherapy | free for employees;
- Gympass - physical health/gyms | extendable to dependents;
- Guapeco - pet health plan;
- English lessons | free for employees;
- Unimed health insurance | with copayment;
- Coworking daily reimbursement | available for all states;
- Paternity leave and extended maternity leave;
- Baby-on-the-way kit for expectant parents;
- Agreement with Farmasesi | only for Santa Catarina (SC);
- Agreement with Sesi Education | only for Santa Catarina (SC);
- Birthday day off;
- Laptop and monitor shipped to you;
- BRL 2,000 voucher to purchase any additional equipment you need;
- Team members from various regions of Brazil to further promote our culture of diversity!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supportticket triageissue resolutionFAQ creationknowledge base management
Soft skills
empathyactive listeningcommunicationrelationship buildingproactivityorganizationanalytical skillsteam collaborationcontinuous improvement