Junior Customer Experience, Support Analyst

Topaz

Customer Experience & Support Analyst at Topaz responsible for technical support issues and user assistance. Handling operational incidents and maintaining service level agreements.

Posted 6/9/2026full-timeSão Paulo • 🇧🇷 BrazilJuniorWebsite

Tech Stack

Tools & technologies

ERPSQL

About the role

Key responsibilities & impact

Handle and resolve tickets escalated from Level 1 support
Perform analysis and diagnosis of issues in consortium systems
Work on incidents related to access, business rules, and integrations
Support internal users
Monitor and ensure ticket resolution within SLAs
Interact with development teams and vendors when necessary
Document solutions, processes, and technical procedures
Propose continuous improvements to systems and support workflows

Requirements

What you’ll need

Previous experience in Level 2 technical support or a similar role
Knowledge of ERP systems or consortium platforms
Basic to intermediate understanding of databases (basic/intermediate SQL queries)
Experience with ticketing/Service Desk tools
Familiarity with Windows environments and the Microsoft Office suite
Strong analytical and problem-solving skills
Clear communication and a customer-focused mindset

Benefits

Comp & perks

Excellent benefits

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Level 2 technical supportERP systemsSQLticketing toolsService Desk toolsdatabasesbusiness rulesintegrationstechnical procedurescontinuous improvements

Soft Skills

analytical skillsproblem-solving skillsclear communicationcustomer-focused mindset