Wanted: Junior Technical Support Analyst

Wanted: 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 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). Requisitos para participar do processo. ● . O que oferecemos.