This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Pessoa Analista de Suporte Júnior based in Brazil.
This is an opportunity for an early-career professional to support customers while helping improve the quality and efficiency of technology-enabled public services.
You will be responsible for understanding customer requests, investigating issues, and ensuring cases are properly documented and routed.
The role combines customer service, ticket management, data analysis, and continuous improvement in a collaborative remote environment.
You will use reports, dashboards, and operational indicators to help monitor performance and identify opportunities for improvement.
You will also contribute to a customer knowledge base by creating practical articles and videos.
The position offers exposure to support operations, data-driven decision-making, and technology solutions serving municipalities across Brazil.
It is well suited to someone analytical, organized, communicative, and motivated by using technology to create meaningful social impact.
Accountabilities
- Provide support to internal and external customers through key communication channels, including phone, support center, and meetings.
- Triage and prioritize customer tickets, ensuring requests are correctly categorized and directed for resolution.
- Analyze and reproduce reported cases, gathering detailed information to understand the underlying causes of questions, incidents, or problems.
- Document unresolved issues and adjustments that cannot be addressed directly through the system, escalating them to the appropriate technical or operational teams.
- Monitor incoming ticket volumes and follow up on requests to help ensure service-level and response-time commitments are met.
- Support the monitoring and analysis of customer-support performance indicators and operational KPIs.
- Create and update customer-facing knowledge-base materials, including instructional articles and videos.
- Collaborate with internal teams to improve support processes, documentation, and the overall customer experience.
Requirements
- Higher education completed or currently in progress in Social Work (Serviço Social) or a related field.
- Proficiency with Excel or Google Workspace for organizing, analyzing, and presenting information.
- Ability to create and maintain reports and dashboards and transform data into clear visualizations.
- Understanding of customer-service concepts, processes, and best practices.
- Familiarity with customer-support performance metrics and KPIs.
- Analytical mindset with the ability to interpret results, identify patterns, and support operational decisions.
- Strong organizational skills and attention to detail when managing customer requests, databases, and documentation.
- Clear communication skills and a customer-oriented approach.
- Ability to work collaboratively while taking ownership of assigned tasks.
- Previous experience analyzing business data is a plus.
- Experience with helpdesk platforms and customer-service tools is desirable.
Benefits
- 100% remote work model.
- National health insurance fully covered by the employer.
- Flexible benefits through the Swile card, including food allowance.
- Short Friday every two weeks, providing Friday time off.
- Birthday bonus.
- Birthday day off.
- Anniversary bonus.
- Salary advance option.
- Extended parental leave: 6 months for women and 30 days for men.
- Opportunity to work in a mission-driven technology environment focused on improving public services.
- Inclusive workplace that values diversity, individuality, collaboration, and professional development.
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