Junior Customer Support Analyst, Preferably for People with Disabilities

Jobtailor; Porto Alegre; Presencial; BRL 60 000 - 100 000; Tempo integral

Resumo da oferta

Jobtailor in Porto Alegre, Brazil, seeks a customer support analyst to deliver specialized guidance to cooperatives and monitor processes for continuous improvement.

The role focuses on analyzing user contact reasons, reporting risks, supporting growth initiatives, and ensuring high service quality through documentation and effective incident management.

Qualificações

• Completed or ongoing higher education in a related field such as Business Administration, Accounting, Management Processes, or related area.
• Customer support experience required.
• Knowledge of Windows and remote access.
• Proactive and team-oriented, with problem-solving focus and customer satisfaction.
• Experience in financial services environments is a plus.
• Familiarity with digital platforms and fraud prevention processes.
• Knowledgeable in customer support management and data analysis tools.

Responsabilidades

• Provide specialized support to cooperatives by conducting technical analyses and guidance for each case.
• Monitor process and activity documentation, flag changes, and support updates to the Knowledge Base.
• Track OKRs and propose improvement initiatives.
• Analyze users’ main contact reasons and suggest efficiency improvements.
• Support identification and reporting of business risks.
• Assist initiatives to drive business growth, generate revenue, and strengthen relationships with users.
• Collect user feedback to assess service quality and identify improvements.
• Execute and monitor action plans for continuous improvement of customer support and products.
• Monitor status and progress of request resolution and keep users informed.
• Advise users on businesses, processes, and services based on documented information.
• Provide support through all channels; record, assess, and prioritize incidents; communicate workarounds when possible.
• Route requests to responsible teams, monitor SLA and deadlines.

Conhecimentos

Customer support experience

Problem solving

Team collaboration

Communication skills

Formação académica

Higher education in related field

Ferramentas

Windows

Remote Access

Customer Support Management Tools

Descrição da oferta de emprego

• Provide specialized support to cooperatives by conducting technical analyses and providing the necessary guidance for each case.


• Monitor process and activity documentation, flagging changes or the need for new documentation and supporting updates to the Knowledge Base.


• Track individual and departmental OKRs and propose improvement initiatives.


• Analyze users’ main contact reasons and propose improvements to increase efficiency and enhance the user experience.


• Support the identification and reporting of business risks.


• Support initiatives to drive business growth, generate revenue, and strengthen relationships with users.


• Collect user feedback, perceptions, and suggestions to assess service quality and identify improvements.


• Execute and monitor action plans for the continuous improvement of customer support and products.


• Monitor the status and progress of request resolution, keeping users informed.


• Advise users on businesses, processes, and services based on documented and validated information.


• Provide support through all channels; record, assess, and prioritize incidents related to businesses, processes, services, and continuity.


• Communicate workaround actions or resolve incidents whenever possible.


• Handle and route requests to the responsible teams, monitoring the contracted SLA and established deadlines.

Requirements

• Completed or ongoing higher education in a related field, such as Business Administration, Accounting, Management Processes, or a related area.


• Customer support experience.


• Knowledge of Windows and remote access.


• Proactive approach and ability to work as part of a team, with a focus on problem-solving and customer satisfaction.


• Previous customer service experience, preferably in financial services environments.


• Knowledge of digital platforms and fraud prevention processes.


• Familiarity with customer support management and data analysis tools.


• Preferably for people with disabilities.

Core Competencies

Demonstrates expertise in customer support and technical analysis, with a strong focus on improving user experience and driving business growth. Proficient in monitoring processes, analyzing data, and implementing continuous improvement initiatives.

Highest-signal resume keywords

• Customer Support Experience


• Data Analysis Tools


• Knowledge Of Digital Platforms


• Proactive Problem-Solving


• Business Administration

Hard Skills

• Technical Analysis


• Process Documentation


• OKR Tracking


• Incident Resolution


• Fraud Prevention Processes

Soft Skills

• Team Collaboration


• Customer Satisfaction Focus


• Communication Skills


• Proactive Approach

Industry Keywords

• Financial Services


• Business Risks


• User Feedback


• Continuous Improvement


• Service Quality

Tools & Technologies

• Windows


• Remote Access


• Customer Support Management Tools