Provide direct support to end customers via chat, WhatsApp, phone calls and meetings, acting as the front line in issue resolution;
Analyze scenarios reported by customers, identify root causes of errors, and drive resolutions autonomously whenever possible;
Interpret logs and error messages, using logical reasoning to diagnose system failures;
Assist customers in resolving technical issues, ensuring clear, prompt and secure communication;
Log interactions and organize requests in the ticketing system (Movidesk), ensuring proper history and context;
Escalate to the internal team only the more complex cases, providing a structured preliminary diagnosis;
Support the internal team with technical questions related to customers and system usage;
Support data
and report-based analyses to identify recurring issues and contribute to continuous product improvement.

Experience in technical customer support, focused on problem resolution
Strong communication skills and confidence to lead customer interactions and meetings
Logical reasoning and analytical ability to diagnose problems
Knowledge of basic computer and network maintenance
Basic understanding of programming logic (basic Java or similar)
Ability to interpret logs and error messages
Experience with multichannel support (chat, WhatsApp and phone)
Organizational skills and autonomy in managing support cases.
Plus points: Experience with Movidesk or similar tools; familiarity with Excel for data analysis; knowledge of Power BI; experience working at SaaS companies.

Meal allowance of R$35.00 per day
Transportation voucher or commute allowance
Doctor Clin health plan (20% co-payment after 3 months)
Productivity bonus
Birthday day off
Creative, collaborative environment with autonomy to test ideas and propose improvements.

Customer Technical Support Analyst – SaaS

Key skills