Junior Customer Support Analyst – Temporary

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Arco Educação

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📚 Education

🤝 B2B

Education • B2B

Arco Educação é uma companhia brasileira focada em soluções educacionais para o ensino básico, desenvolvendo conteúdo, tecnologia e serviços para mais de 1. 3 milhões de alunos e mais de 5. 000 escolas privadas em todo o país, abrangendo desde a educação infantil até o ensino médio. O propósito da Arco é aliar educação de excelência e gestão eficiente.

📋 Description

• Handle and follow up on cases escalated from Level 1 (L1), performing comprehensive analysis of requests, conducting recurring follow-ups, and routing appropriately until final resolution • Work on challenging and unforeseen situations, managing customer expectations while maintaining high standards of quality, empathy, and satisfaction in support • Serve as the client's primary point of contact throughout their journey, ensuring clear communication and support to achieve business objectives with the company's solutions • Provide multichannel support via email, chat, and WhatsApp • Collaborate closely with Support Levels L1 and L2 • Organize, monitor, and update the case backlog, ensuring visibility of status, outstanding items, and deadlines • Monitor and support adherence to KPIs related to support, customer satisfaction, and SLAs • Contribute to continuous improvement of support processes by identifying bottlenecks and proposing practical solutions

🎯 Requirements

• Previous experience with CRM tools such as Salesforce, Zendesk, or similar • Experience with multichannel support and managing performance metrics such as TRT, TPR, and CSAT • Curiosity and initiative to continuously learn about products and the educational customer journey • Ability to collaborate with colleagues and share best practices in an accessible way • Strong team orientation and a continuous drive for self-development and improvement • Familiarity with productivity metrics and backlog monitoring

🏖️ Benefits

• Meal allowance and/or Flash meal card • SulAmérica health and dental plan • Enhanced maternity and paternity leave • Childcare assistance • Health support: partnerships with Wellhub and Zenklub • Education incentives • Discounts on airline tickets • Access to a pet health insurance plan • Access to Arco educational materials for employees' children • Partnerships for MBA and postgraduate programs