Provide support to indirect channel clients for requests related to Commercial Intelligence products
Analyze and handle low
and medium-complexity requests in accordance with established processes and guidelines
Assist clients in using the solutions, clarifying operational and functional questions
Perform initial validations of data, connections, and business rules
Log and keep support records up to date in support systems
Escalate higher-complexity requests to senior levels when applicable
Contribute to updating documentation, the knowledge base, and support materials
Support the identification of recurring issues and opportunities for process improvement
Collaborate with internal teams to support incident resolution
Meet SLAs, policies, and defined quality standards for support

Higher education in progress or completed
Initial experience or basic knowledge in customer service or support
Ability to analyze and resolve low-complexity issues
Intermediate proficiency in Excel
Good written and verbal communication skills
Organization and priority management
Interest in learning about data, metrics, and analytical solutions
Familiarity with support tools and ticketing systems
Collaborative mindset and openness to continuous learning
Proactivity in seeking knowledge about the business and internal processes
Logical reasoning
Basic knowledge of data, metrics, or performance analysis (plus)
Basic SQL or BI tools (e.g., Power BI, Looker, Tableau) (plus)
Previous experience with technical support, B2B support, or Customer Success (plus)
Familiarity with SaaS environments and data-driven solutions (plus)
Initial knowledge of retail, industry, and/or supply chain (plus)
Experience handling incidents, tickets, or SLAs (plus)
Ability to learn business rules and analytical products quickly (plus)
Experience working in remote teams and using collaboration tools (plus)
Interest in continuous improvement, automation, or using AI in support (plus)
Strong documentation skills and knowledge organization (plus)

Health plan
Dental plan
Life insurance (extendable to legal dependents)
Medication allowance, extendable to children
Transportation voucher or parking allowance for employees in cities where we have offices
Flexible meal/food allowance
Wellhub (formerly Gympass) and TotalPass
A paid day off during your birthday month, on a day of your choice
Parental support program, NeoBaby, focused on new mothers and fathers
Unico Skill – an external training solution for continuous development
Childcare allowance and extended parental leave: 6 months for mothers and 30 days for fathers
Employee referral program, bonuses, and more

Customer Service Analyst – Junior

Key skills