This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Analista de Atendimento (Sistema Educacional) based in Brazil.
This role is ideal for a customer-focused professional who enjoys solving problems, improving experiences, and connecting people with technology solutions.
You will support clients using an educational management platform, ensuring requests are handled with clarity, efficiency, and a consultative approach.
The position combines customer relationship management, technical understanding, process improvement, and collaboration across multiple teams.
You will act as a key connection point between customers and internal areas, helping drive resolution and continuous service evolution.
The role offers the opportunity to work in a technology-driven environment focused on innovation, education, and digital transformation.
You will contribute to improving support processes and creating better experiences for organizations and their users.
Accountabilities:
The Analista de Atendimento will be responsible for managing customer interactions, coordinating service requests, and ensuring efficient resolution of demands while maintaining a high-quality support experience. The role requires strong communication skills, analytical thinking, and the ability to collaborate with different teams.
- Maintain clear, continuous, and transparent communication with customers regarding ticket progress, status, priorities, SLAs, and next steps.
- Analyze customer requests to determine contractual scope, service coverage, hour consumption, or potential commercial requirements.
- Act as the main connection between customers and internal teams, including Support, Product, Services, DevSecOps, and Commercial areas.
- Ensure tickets are properly classified and forwarded with complete context to the responsible teams.
- Follow requests through completion, ensuring deadlines and customer expectations are managed effectively.
- Monitor service performance indicators such as SLA, CSAT, response time, and customer portfolio metrics.
- Identify operational risks and recommend process improvements based on data analysis.
- Support the continuous improvement of knowledge bases, service processes, automated triage, and chatbot solutions.
- Contribute to the standardization and evolution of support center workflows.
- Share knowledge and support the development of the customer service team.
Requirements:
The ideal candidate is a customer-oriented professional with experience in technology support, customer success, or B2B service environments. This person should combine strong communication abilities with analytical skills and the capacity to manage complex requests involving multiple stakeholders.
- Bachelor’s degree completed in Administration, Education, Information Technology, Communication, or related fields.
- Experience in B2B customer service, Customer Success, or relationship management within technology environments such as EdTech, SaaS, or software solutions.
- Proven experience managing problems from identification to complete resolution.
- Ability to investigate issues, understand root causes, and translate customer needs into actionable solutions.
- Strong negotiation skills to align priorities and deadlines with multiple internal teams.
- Knowledge of academic processes, including calendars, courses, disciplines, class flows, and communication with students.
- Excellent written and verbal communication skills, adapting language for customers, technical teams, and leadership.
- Experience using ticket management tools such as Zendesk, Freshdesk, or similar platforms.
- Experience monitoring service indicators such as SLA, CSAT, and response times.
- Experience with Office 365 tools.
- Strong organizational skills, attention to detail, autonomy, and ability to manage multiple priorities.
Nice to have:
- Experience with Zendesk, Jira, NetSuite, or Support Center platforms.
- Knowledge of conversational AI tools and customer service automation.
- ITIL Foundation certification.
- Experience improving customer service processes.
- Strong mentoring and knowledge-sharing capabilities.
Benefits:
- Fully remote work model.
- CLT employment contract.
- Continuous training and professional development opportunities.
- Meal or food allowance (VA/VR).
- Comprehensive health insurance.
- Birthday day off.
- Wellhub (Gympass) access for physical and mental wellness.
- Pluxe-Cuida support with psychological, financial, and legal assistance.
- Access to SESC benefits for leisure, culture, and well-being.
- Extended parental leave benefits.
- Collaborative and innovative work environment focused on continuous improvement.
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