Analista de Suporte - Atendimento ao Cliente (B2B ou B2C)

This is a Junior Customer Support role focused on delivering clear, empathetic, and effective assistance to customers using a technology platform. You will act as a first-line support specialist, investigating issues and resolving them whenever possible during the initial interaction. The role combines customer service, troubleshooting, operational diagnosis, and knowledge management. You will work with support resources such as knowledge bases and macros while identifying opportunities to improve processes and reduce recurring issues. When more advanced technical investigation is required, you will ensure cases are escalated with complete evidence and proper follow-up. Your work will directly contribute to customer satisfaction, support efficiency, and continuous improvement.

• Excellent written communication, with the ability to explain workflows, business rules, and technical or operational instructions clearly and accessibly.
• Strong empathy and active listening skills, with the ability to understand the customer's context and adapt communication appropriately.
• Strong sense of ownership and accountability, following customer issues through to effective resolution.
• Emotional intelligence and professionalism, particularly when handling challenging or high-pressure customer interactions.
• Analytical and investigative mindset, with an interest in understanding root causes rather than applying only temporary solutions.
• Previous experience in customer service or technical support, particularly within technology or SaaS companies, is a plus.
• Familiarity with knowledge bases (KBs) and structured support documentation is desirable.
• Ability to learn new technologies and processes quickly and work effectively in a customer-focused environment.