We are looking for a Customer Support Analyst with experience in customer support through digital channels and software platforms, will be responsible for managing and resolving customer inquiries across LATAM, ensuring clear, efficient, and professional communication with both clients and internal teams.
This role will provide support to customers in Brazil, Argentina, Mexico, Chile, Uruguay, and Central America, requiring the daily use of multiple languages.
Analyze inquiries, incidents, and use cases, identifying customer needs and proposing appropriate solutions.
Provide technical support to customers through multiple channels, including tickets, chat, Whatsapp, Jira, email, phone/video calls, as needed.
Coordinate internally with different teams to ensure proper case resolution.
Manage user onboarding, changes, and removals within the platform.
Register, document, and follow up on incidents, ensuring SLA compliance.
Collaborate with the Customer Experience team to deliver consistent and end-to-end customer support.
Maintain clear, empathetic, and professional communication with customers at all times.
Proven experience in customer support and service in digital environments (tickets, chat, WhatsApp, email, etc.).
Strong analytical skills to understand use cases and identify customer needs.
Experience coordinating requests with multiple internal teams.
Familiarity with tools such as Jira, Gmail, Excel, and similar platforms.
Excellent verbal and written communication skills.
Ability to manage multiple tasks simultaneously with strong attention to detail.
Proactive mindset with a strong problem-solving orientation.
Empathy and excellent customer-facing skills, ensuring a positive experience.
Portuguese and English proficiency (at least intermediate level).
Experience in logging and tracking technical incidents.
Knowledge of SLA management and response times.
Ability to coordinate and manage technical visits to customer sites.
Experience creating support documentation for case escalation and internal process documentation.