Junior Technical Support Analyst

Junior Technical Support Analyst - Detalhes da Vaga. ● 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 ResponsibilitiesServe 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 Qualifications1+ 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 QualificationsExperience 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 ForCustomer-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 Environment100% Remote (Brazil)Long-term project | PJInternational team environmentSchedule aligned with U. ●S. ● Central Time (CST). Requisitos para participar do processo. ● . O que oferecemos.