Support Analyst
Provide first-line customer support for VAAS's risk management platform, manage tickets through resolution, diagnose configuration, data, or product issues, escalate complex cases, improve support documentation and workflows, and maintain strong SLA and CSAT performance.
Responsibilities
- Perform first-level customer support with professionalism, clarity, and agility.
- Follow tickets from opening through resolution while keeping customers and internal teams 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 improvements.
- Maintain high SLA response times and customer satisfaction levels.
Requirements
- Degree in progress or completed in Information Systems, Engineering, or a related field.
- Experience with customer service tools and workflows.
- Analytical, data-oriented profile with problem-solving ability.
- Strong verbal and written communication skills and ability to explain technical concepts simply.
- Enjoy investigating problems and feel comfortable with digital tools.
- Genuine desire to learn about the risk and compliance market.
- Availability to work on-site in Florianópolis four days per week.
- Basic API, REST/JSON, or log-reading knowledge is a plus.
- Basic to intermediate English for technical reading is a plus.
- HubSpot or Fibery experience in a support or CRM context is a plus.
Benefits
- 30 days of paid rest after one year.
- Caju meal and transportation benefits for hybrid or on-site workers.
- Wellhub membership.
- Conexa telemedicine and Psicologia Viva access.
- Monthly nutritionist and psychologist consultations.
- Reduced-price general practitioners and specialists via telemedicine.
- 15% or more discounts on Dasa laboratory exams.
- 20% to 30% discounts at Pague Menos pharmacies.
- Birthday-month day off.
- Competitive compensation.