Analista de Suporte - Atendimento ao Cliente (B2B ou B2C)
Core
Junior Customer Support specialist providing first-line assistance, troubleshooting, and operational diagnosis for a technology platform.
Role type
Junior Customer Support Agent
Builds
Customer support interactions and case resolutions
Domain
Technology / SaaS
Deliverable
client delivery
Required skills
First-line support, troubleshooting, operational diagnosis, knowledge base usage, case escalation, customer communication, empathy, active listening, ownership, analytical mindset
Preferred skills
Previous experience in customer service or technical support within technology or SaaS companies, familiarity with knowledge bases
Responsibilities
Answer questions about platform usage, configurations, and features; investigate and resolve customer issues during the first interaction; perform initial triage and diagnosis of login or operational errors; escalate complex cases with complete evidence; maintain ownership of cases until resolution; identify gaps in knowledge bases to improve efficiency; confirm issue resolution before closing cases
