Customer Support Advisor

Jobtailor; Fortaleza; Presencial; BRL 30 000 - 42 000; Tempo integral

Resumo da oferta

Jobtailor is seeking a customer support professional to provide Level 1 and Level 2 assistance across the platform, resolving queries from users, schools, and guardians while aligning with Agenda Edu standards.

The role includes escalating complex issues to Level 3, logging interactions in Zendesk, and contributing content for the Customer Help Center. Collaboration with the Engagement team will drive best practices and smooth operations.

Qualificações

• Basic technical knowledge.
• Excel (basic) skills required.
• Strong customer service practices.

Responsabilidades

• Provide Level 1 and Level 2 support depending on platform/tools knowledge.
• Resolve questions from users, schools, and guardians according to Agenda Edu standards.
• Escalate issues to Level 3 with improvement suggestions.
• Enter and maintain information in team tools (Equipe) and Zendesk.
• Log all customer interactions in Zendesk.
• Create content for the Customer Help Center.
• Execute operational planning.
• Integrate with and participate in the Support Core.
• Recommend best practices for platform use to the Engagement team.

Conhecimentos

Basic technical knowledge

Excel (basic)

Strong customer service

Ferramentas

Zendesk

Equipe

Descrição da oferta de emprego

Responsibilities

• Provide Level 1 (L1) and Level 2 support, depending on your knowledge of the platform and the tools used in the resolution process
• Resolve questions from users, schools, and guardians according to Agenda Edu standards
• Escalate user difficulties to Level 3 (L3), suggesting improvement actions
• Enter and maintain information in the team tools (Equipe) and Zendesk
• Log all customer interactions in Zendesk
• Create content for the Customer Help Center
• Execute operational planning
• Integrate with and actively participate in the Support Core
• Recommend best practices for platform use to the Engagement team

Qualifications

• Basic technical knowledge
• Basic to intermediate Excel
• Strong customer service practices