Pessoa Analista de Suporte Júnior

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Pessoa Analista de Suporte Júnior based in Brazil.

This is an opportunity for an early-career professional to support customers while helping improve the quality and efficiency of technology-enabled public <services.You> will be responsible for understanding customer requests, investigating issues, and ensuring cases are properly documented and routed.The role combines customer service, ticket management, data analysis, and continuous improvement in a collaborative remote <environment.You> will use reports, dashboards, and operational indicators to help monitor performance and identify opportunities for <improvement.You> will also contribute to a customer knowledge base by creating practical articles and videos.The position offers exposure to support operations, data-driven decision-making, and technology solutions serving municipalities across <Brazil.It> is well suited to someone analytical, organized, communicative, and motivated by using technology to create meaningful social impact.

Accountabilities

• Provide support to internal and external customers through key communication channels, including phone, support center, and meetings.
• Triage and prioritize customer tickets, ensuring requests are correctly categorized and directed for resolution.
• Analyze and reproduce reported cases, gathering detailed information to understand the underlying causes of questions, incidents, or problems.
• Document unresolved issues and adjustments that cannot be addressed directly through the system, escalating them to the appropriate technical or operational teams.
• Monitor incoming ticket volumes and follow up on requests to help ensure service-level and response-time commitments are met.
• Support the monitoring and analysis of customer-support performance indicators and operational KPIs.
• Create and update customer-facing knowledge-base materials, including instructional articles and videos.
• Collaborate with internal teams to improve support processes, documentation, and the overall customer experience.

Requirements

• Higher education completed or currently in progress in Social Work (Serviço Social) or a related field.
• Proficiency with Excel or Google Workspace for organizing, analyzing, and presenting information.
• Ability to create and maintain reports and dashboards and transform data into clear visualizations.
• Understanding of customer-service concepts, processes, and best practices.
• Familiarity with customer-support performance metrics and KPIs.
• Analytical mindset with the ability to interpret results, identify patterns, and support operational decisions.
• Strong organizational skills and attention to detail when managing customer requests, databases, and documentation.
• Clear communication skills and a customer-oriented approach.
• Ability to work collaboratively while taking ownership of assigned tasks.
• Previous experience analyzing business data is a plus.
• Experience with helpdesk platforms and customer-service tools is desirable.

Benefits

• 100% remote work model.
• National health insurance fully covered by the employer.
• Flexible benefits through the Swile card, including food allowance.
• Short Friday every two weeks, providing Friday time off.
• Birthday bonus.
• Birthday day off.
• Anniversary bonus.
• Salary advance option.
• Extended parental leave: 6 months for women and 30 days for men.
• Opportunity to work in a mission-driven technology environment focused on improving public services.
• Inclusive workplace that values diversity, individuality, collaboration, and professional development.