ZENVIA

Mid-Level Support Analyst (Level 1) – Anhanguera Franchise

ZENVIA

full-time

Posted on:

Location Type: Remote

Location: Brazil

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About the role

  • Provide technical support for various products in the company's portfolio, including a messaging tool using the WhatsApp Business API, a ticketing system, flow-based and AI chatbots, and API integrations between internal and external solutions;
  • Support customers with empathy and active listening;
  • Collect evidence of issues, questions, or incorrect configurations and accurately record information to ensure proper follow-up in the support process;
  • Escalate and manage tickets to Level 2, interacting with development, software engineering, UX, and other teams;
  • Identify opportunities for professional services and direct them to the consulting area;

Requirements

  • Reside anywhere in Brazil (in accordance with CLT regulations);
  • Previous experience in technology companies;
  • Experience in technical support, assisting customers with inquiries, and investigating user-reported behaviors and issues;
  • Basic knowledge of databases and integrations via APIs and/or Webhooks;
  • Basic knowledge of Generative Artificial Intelligence;
Benefits
  • 100% remote work
  • Meal allowance
  • CLT employment contract
  • Birthday day off
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supportAPI integrationsdatabasesWebhooksGenerative Artificial Intelligenceticketing systemflow-based chatbotsAI chatbots
Soft Skills
empathyactive listening