Customer Success Analyst – Junior

Jobtailor; Campinas; Presencial; BRL 42 000 - 66 000; Tempo integral

Resumo da oferta

Jobtailor in Brazil seeks a diligent technical support specialist to handle Tier 1 tickets, document issues clearly, and guide customers through platform usage. You will triage, collect evidence, and escalate when needed while maintaining steady communication and contributing to knowledge base updates.

Ideal candidates have SaaS/CRM experience, basic SQL, and familiarity with common ticketing tools. The role is based in São Paulo, with growth opportunities in a collaborative support team.

Qualificações

• Clear and concise written and verbal communication is required.

Responsabilidades

• Provide initial handling of tickets with clear and complete documentation.
• Triage, prioritize and route tickets according to impact and urgency.
• Assist clients in using the platform and answer operational questions.
• Collect evidence such as screenshots, videos, and logs for analysis.
• Perform initial problem analysis and apply documented solutions.
• Escalate to Tier 2 with proper context for deeper analysis.
• Keep clients informed with progress updates and professional communication.
• Contribute to knowledge base updates and recurring solutions.
• Help the team reduce rework and meet service deadlines.

Conhecimentos

Communication

Ticket triage

Initial issue analysis

Documentation

Team collaboration

Learning

Analytical

SQL basics

Ferramentas

Jira Service Management

Zendesk

Freshdesk

Movidesk

ServiceNow

Postman

Descrição da oferta de emprego

Responsibilities

• Provide initial handling of tickets received by technical support, ensuring clear, complete and well‑organized documentation of information.
• Triage, prioritize and route tickets according to impact, urgency, severity and the defined internal workflow.
• Assist clients and users in using the platform, resolving operational questions and advising on correct procedures.
• Collect evidence for technical analysis, including screenshots, videos, error messages, customer data, timestamps and reproduction steps.
• Perform initial problem analysis, validate basic configurations, consult available information and apply documented solutions.
• Escalate tickets to Tier 2 when issues require deeper technical analysis, ensuring tickets are forwarded with sufficient context.
• Keep the client informed about the progress of requests, avoiding lack of follow‑up and ensuring clear, professional communication.
• Contribute to updating the knowledge base, documenting procedures, FAQs and recurring solutions.
• Support the team in reducing rework, improving the quality of records and meeting service deadlines.

Requirements

• Strong written and verbal communication skills, with the ability to record information clearly, concisely and in an organized manner.
• Ability to perform initial ticket triage, understand the customer's reported issue and collect evidence such as screenshots, videos, logs, error messages and step‑by‑step reproduction.
• Basic knowledge of IT, web systems, applications, browsers, internet, user permissions and initial system setup.
• Organizational skills to track tickets, meet deadlines, update statuses and keep the customer informed about request progress.
• Analytical, patient and collaborative profile, with willingness to learn business rules, internal processes and the platform's operation.
• Ability to follow procedures, knowledge bases, support workflows and leadership guidance.
• Experience with technical support, SaaS, management systems, ERPs, CRMs, mobile apps or integrated platforms.
• Basic SQL knowledge for simple queries, initial data analysis and supporting ticket investigations.
• Basic understanding of APIs, system integrations, JSON, XML, Postman or similar tools.
• Experience with ticketing systems such as Jira Service Management, Zendesk, Freshdesk, Movidesk, ServiceNow or similar.
• Experience supporting dealerships, automakers, DMS, automotive systems or after‑sales departments will be considered a plus.