Senior Customer Experience and Support Analyst

Topaz

Customer Analyst focused on resolving client inquiries and enhancing user experience at Topaz. Collaborating with teams to deliver innovative financial market solutions in a supportive environment.

Posted 5/21/2026full-timeIndaiatuba • 🇧🇷 BrazilSeniorWebsite

About the role

Key responsibilities & impact

Respond to and clarify customer inquiries.
Resolve requests with support from the team and the knowledge base.
Analyze and assess the quality of tickets and supporting evidence.
Specify requests that will be forwarded to other departments.
Reproduce and test scenarios in internal environments.
Create queries.
Perform product/system parameterization and configuration.
Maintain and update the knowledge base.
Evaluate and handle customer tickets.
Prepare test scenarios.
Prepare functional documentation.
Prepare documentation for operational procedures.
Support and act as a liaison between the development team and external clients.

Requirements

What you’ll need

Bachelor's degree completed or in progress in Business Administration, Economics, Computer Engineering, or a specialization in customer service management.
Knowledge of design patterns and user experience (UX).
Preferred: Experience working with SLAs (service-level agreements).
Knowledge of financial markets, including equities and fixed income.

Benefits

Comp & perks

🌱 Comprehensive Well-being: Your well-being is fundamental. We provide comprehensive health plans for you and your loved ones because a healthy team is a team that transforms.
🚀 Development and Growth: Your career doesn't stop. At Topaz, growth is constant. Through training programs and daily challenges, we give you the tools to unlock your full potential.
⚖️ Flexibility and Balance: We believe in balance. Enjoy the flexibility you need to perform at your best with our hybrid work model and a day off on your birthday to celebrate as you deserve.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer inquiry responseticket analysisquery creationproduct parameterizationsystem configurationtest scenario preparationfunctional documentationoperational procedure documentationknowledge base maintenanceSLA experience

Soft Skills

customer service managementteam collaborationproblem-solvingcommunicationanalytical skillsattention to detailliaison skills

Certifications

Bachelor's degree in Business AdministrationBachelor's degree in EconomicsBachelor's degree in Computer Engineering