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)