Junior Customer Support Analyst – Temporary

🕒 August 4

🇧🇷 Brazil – Remote

⏳ Contract/Temporary

🟢 Junior

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 22%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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 by Level 1 (L1), analyzing requests, conducting follow-ups, and guiding them through to final resolution • Handle challenging and unforeseen situations, managing customer expectations while maintaining service quality, empathy, and customer satisfaction • Serve as the customer’s main point of contact throughout their journey, ensuring clear communication and supporting business objectives through the company’s solutions • Provide multichannel support via email, chat, and WhatsApp • Work collaboratively with L1 and L2 support teams • Organize, monitor, and update the case backlog • Monitor and support the achievement of customer support, customer satisfaction, and SLA KPIs • Contribute to the continuous improvement of customer support processes by identifying bottlenecks and proposing solutions

🎯 Requirements

• Previous experience with CRM tools (e.g., Salesforce, Zendesk, or similar platforms) • Experience providing multichannel support and managing performance metrics (TTR, TPR, CSAT, etc.) • 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 manner • Strong commitment to teamwork and continuous self-development and improvement • Knowledge of productivity metrics and backlog tracking

🏖️ Benefits

• Flash meal and/or food allowance • SulAmérica medical and dental insurance • Transportation allowance for on-site and hybrid positions • Extended maternity and paternity leave • Childcare assistance • Wellhub and Zenklub partnerships • Education assistance • Discounted airfare • Partnership with a pet health insurance plan • Access to Arco educational materials for employees’ children • MBA and postgraduate program partnerships • Position eligible for people with disabilities