Junior Customer Experience & Support Analyst

Jobtailor; Indaiatuba; Presencial; BRL 30 000 - 55 000; Tempo integral

Resumo da oferta

Jobtailor in São Paulo, Brazil seeks a motivated professional to join the customer support and product quality team. You will respond to inquiries, analyze tickets, and collaborate with the development team to reproduce issues and prepare test scenarios.

The role emphasizes knowledge base maintenance and documentation, with exposure to SLAs and market knowledge considered a plus. Strong UX awareness and a degree in related fields are preferred.

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.

Responsabilidades

• Respond to and clarify customer inquiries.
• Resolve requests with support from the team and the knowledge base.
• Analyze and assess the quality of tickets and supporting evidence.
• Specify requests that will be forwarded to other areas.
• Reproduce and test scenarios in internal environments.
• Prepare queries.
• Perform parameterization and configuration of products/systems.
• Maintain the knowledge base.
• Evaluate and handle customer tickets.
• Prepare test scenarios.
• Create functional documentation.
• Create operational procedure documentation.
• Support and act as liaison between the development team and external clients.

Conhecimentos

Design patterns

User experience

Formação académica

Bachelor's degree in business/tech related field

Descrição da oferta de emprego

Responsibilities

• Respond to and clarify customer inquiries.
• Resolve requests with support from the team and the knowledge base.
• Analyze and assess the quality of tickets and supporting evidence.
• Specify requests that will be forwarded to other areas.
• Reproduce and test scenarios in internal environments.
• Prepare queries.
• Perform parameterization and configuration of products/systems.
• Maintain the knowledge base.
• Evaluate and handle customer tickets.
• Prepare test scenarios.
• Create functional documentation.
• Create operational procedure documentation.
• Support and act as liaison between the development team and external clients.

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.
• Desirable:
  • Experience working with SLAs (service level agreements)
  • Knowledge of the financial market, such as equities (variable income) or fixed income.