About this role

Provide prompt, courteous, and personalized customer service, ensuring a positive experience at every touchpoint;
Log, track, and resolve questions, requests, and complaints through available support channels (email, chat, WhatsApp);
Organize ongoing customer conversations, keeping history up to date and properly categorized;
Organize bug tickets with the IT team, ensuring clarity and appropriate prioritization for each request;
Work with a multidisciplinary team to propose and implement solutions that drive customer success;
Monitor and meet support performance metrics (such as SLA, TPR – Time to First Response, TMR – Average Response Time, CSAT, and quality score), contributing to continuous improvement initiatives;
Identify recurring issues or suggestions and relay relevant feedback to the product and technology teams;
Contribute to creating and maintaining support materials (FAQs, tutorials, knowledge base);
Ensure customer communication is clear, empathetic, and assertive, respecting the company's values and tone of voice.

Junior Support Analyst – Customer Service

Key skills