Customer Experience Analyst

Jobtailor; Indaiatuba; Presencial; BRL 33 000 - 78 000; Tempo integral

Resumo da oferta

Jobtailor is seeking a detail-oriented customer support professional to resolve tickets, collaborate with the team, and maintain comprehensive documentation. You will analyze ticket quality and assist with escalation when needed, while configuring products and systems and keeping the knowledge base up to date.

The role emphasizes testing scenarios, creating queries, and ensuring clear communication between development teams and customers in a fast-paced environment.

Qualificações

• 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.
• Professional experience with SLAs (Service Level Agreements) is preferred.
• Knowledge of financial markets and topics such as fixed income is preferred.

Responsabilidades

• Provide dedicated customer support, resolving tickets and answering questions.
• Resolve requests with support from the team and the knowledge base.
• Analyze and assess the quality of tickets and supporting evidence.
• Specify requests for escalation to other departments.
• Replicate and test scenarios in internal environments.
• Create queries.
• Parameterize and configure products and systems.
• Maintain the knowledge base.
• Review and handle customer tickets.
• Prepare test scenarios.
• Create functional documentation.
• Create operational procedure documentation.
• Support and facilitate communication between the development team and external customers.

Conhecimentos

Query Creation

Product Configuration

Scenario Testing

Design Patterns Knowledge

User Experience Knowledge

Formação académica

Bachelor's degree in Business Administration / Economics / Computer Engineering

Descrição da oferta de emprego

• Provide dedicated customer support, resolving tickets and answering questions
• Resolve requests with support from the team and the knowledge base
• Analyze and assess the quality of tickets and supporting evidence
• Specify requests for escalation to other departments
• Replicate and test scenarios in internal environments
• Create queries
• Parameterize and configure products and systems
• Maintain the knowledge base
• Review and handle customer tickets
• Prepare test scenarios
• Create functional documentation
• Create operational procedure documentation
• Support and facilitate communication between the development team and external customers

Requirements

• 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
• Professional experience working with SLAs (Service Level Agreements) (preferred)
• Knowledge of financial markets and topics such as fixed income (preferred)

Core Competencies

Demonstrates expertise in customer support, ticket resolution, and documentation creation while effectively facilitating communication between development teams and customers. Proficient in analyzing ticket quality and configuring products and systems to enhance user experience.

Highest-signal resume keywords

• Customer Support
• Ticket Resolution
• Knowledge Base Maintenance
• Functional Documentation Creation
• SLA Management

Hard Skills

• Query Creation
• Product Configuration
• Scenario Testing
• Design Patterns Knowledge
• User Experience Knowledge

Soft Skills

• Communication Facilitation
• Team Collaboration

Industry Keywords

• Financial Markets Knowledge
• Fixed Income Knowledge
• Business Administration
• Economics
• Customer Service Management