Support Analyst

You will be the first point of contact for customers using the risk management platform, ensuring cordial, professional, clear and fast interactions. You will follow up on tickets from opening to resolution, keeping customers and the internal team updated. You will triage issues, collect logs and technical evidence to diagnose whether the problem is related to configuration, data or the product itself. You will forward complex issues to the DataOps or Product teams with clear, well-documented context. You will support the Support Lead in creating manuals and Knowledge Base articles and optimizing workflows. You will work actively to keep SLA response times and customer satisfaction (CSAT) at high levels.

Responsibilities

• Perform first-level (N1) customer support with cordiality, professionalism, clarity and agility
• Follow up tickets from opening to resolution, keeping customers and the team updated
• Triage problems and collect logs and technical evidence to diagnose configuration, data or product issues
• Escalate complex demands to DataOps or Product teams with clear, well-documented context
• Support the Support Lead in creating manuals, Knowledge Base articles and workflow optimizations
• Maintain high SLA response times and customer satisfaction (CSAT) levels

Requirements

• Degree in progress or completed in Information Systems, Engineering (Production, Computing, Control) or related fields
• Experience with customer service tools and workflows
• Analytical profile oriented to data and problem solving
• Good verbal and written communication skills for interacting with customers and internal teams, with the ability to turn technical concepts into simple explanations
• Enjoy investigating problems and be comfortable with digital tools
• Genuine desire to learn about the risk/compliance market and develop technical and interpersonal skills
• Availability to work on-site in Florianópolis 4 days a week (Saco Grande, SC 401)
• Basic knowledge of APIs (REST/JSON) or log reading is a plus
• Basic to intermediate English with a focus on technical reading is a plus
• Previous experience with HubSpot and/or Fibery in a support or CRM context is a plus

Benefits

• 30 days of paid rest after 1 year
• Caju benefits card (meal and transportation) for hybrid or on-site workers
• Wellhub (formerly Gympass)
• Telemedicina Conexa and Psicologia Viva with 2 monthly nutritionist consultations and 2 monthly psychologist consultations
• Reduced-price general practitioners and specialists via telemedicine
• 15%+ discounts on Dasa lab exams
• 20% to 30% discounts at Pague Menos pharmacies
• Birthday month day off