Junior Technical Support Analyst

Junior Customer Support Analyst (Technical Support)

About the Opportunity We are looking for a Customer Support Specialist to join a global technology team supporting innovative digital products and platforms. This is a long-term remote opportunity for professionals based in Brazil who enjoy solving problems, helping customers, and working closely with product and engineering teams in a fast-paced environment. The ideal candidate combines strong customer service skills with technical curiosity and the ability to troubleshoot software-related issues. Key Responsibilities Serve as the first point of contact for customer support inquiries. Capture and document critical issue details within the ticketing system. Troubleshoot software and platform-related issues through investigation and testing. Guide customers through troubleshooting steps and identify whether issues are technical defects or user knowledge gaps. Maintain clear and professional communication with customers throughout the resolution process. Collaborate closely with Product and Engineering teams to escalate and resolve complex issues. Contribute to the continuous improvement of support processes and knowledge base documentation. Assist in monitoring service levels and support performance metrics. Identify recurring issues and recommend process or product improvements. Required Qualifications 1+ year of experience in Customer Support, Customer Service, Technical Support, Help Desk, Service Desk, or similar roles. Experience working with ticketing systems. Strong troubleshooting and problem-solving skills. Excellent written communication skills. Ability to explain technical concepts in a simple and customer-friendly manner. Experience supporting a high volume of customer inquiries. Strong organizational skills and attention to detail. Ability to work independently in a remote environment. Professional English communication skills (written and verbal). Preferred Qualifications Experience supporting SaaS products or technology platforms. Familiarity with Jira, Confluence, Intercom, or similar support tools. Experience collaborating with software engineering or product teams. Previous experience creating support documentation or knowledge base articles. Leadership or customer service management experience is a plus. What We're Looking For Customer-first mindset. Empathy and strong communication skills. Curiosity and passion for technology. Ability to manage multiple priorities simultaneously. Continuous learning mentality. Strong sense of ownership and accountability. Work Environment 100% Remote (Brazil) Long-term project | PJ International team environment Schedule aligned with U.S. Central Time (CST)