Customer Support Analyst, Mid-level

Jobtailor; Curitiba; Presencial; BRL 66 960 - 100 440; Tempo integral

Resumo da oferta

Jobtailor in Curitiba is seeking a customer support professional specialized in B2B scenarios. You will handle industry-focused support via WhatsApp and Zendesk, and occasionally assist retail operations. You will also register offers on platforms, respond to internal teams, and build dashboards to monitor KPIs.

The role emphasizes data analysis, fast problem-solving, and continuous process improvements, requiring strong Excel/Google Sheets skills and experience with SaaS platforms.

Qualificações

• Intermediate to advanced Excel and Google Sheets skills with formulas and data modeling.

Responsabilidades

• Industry-focused support via WhatsApp and Zendesk, occasionally support retail.
• Operational platform management: Register and configure offers on platforms according to industry requests.
• Interface between teams: Respond to questions from internal teams including CS Mercapromo, CS CBM, and Mercafacil Support.
• Data analysis and reporting: Create dashboards and spreadsheet templates for data analysis and KPIs.
• Continuous improvement: Identify bottlenecks and propose process improvements.

Conhecimentos

Excel

Google Sheets

B2B Support

Problem solving

Retail experience

Ferramentas

Zendesk

SaaS platforms

Descrição da oferta de emprego

Responsibilities

• Industry-focused support: Provide support to industry clients via WhatsApp and Zendesk, and occasionally support retail.
• Operational platform management: Register and configure offers on platforms according to industry requests.
• Interface between teams: Respond to and resolve questions and requests from internal teams, including CS Mercapromo, CS CBM, and Mercafacil Support.
• Data analysis and reporting: Create dashboards and spreadsheet templates for data analysis and for monitoring support KPIs.
• Continuous improvement: Identify operational bottlenecks and propose improvements to the area's processes.

Requirements

• Intermediate to advanced Excel and Google Sheets skills: You must master formulas and database work to build intelligent spreadsheet models, turning data into visual analysis and practical solutions.
• B2B support experience: Comfortable with high ticket volumes. You have solid experience in B2B customer service or technical support, maintaining organization and quality even when the workload increases.
• Dynamic, solution-oriented profile: You act with agility, communicate clearly and assertively, demonstrate resilience, and have sharp prioritization skills to decide what to resolve first when multiple customers request support at the same time. You treat problems as fuel to find fast answers.
• Retail or Trade Marketing experience: Minimum 6 months' experience in the sector (supermarket retail experience is a strong advantage).
• Ticketing tools: Experience with or knowledge of support tools such as Zendesk.
• SaaS platforms: Previous experience with offer-management platforms or retail-focused SaaS solutions.