Junior Support Analyst

🔥 0 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟢 Junior

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 10%

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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Aurum Software

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1993

⚖️ Legal

☁️ SaaS

Software • Legal • SaaS

Aurum Software is a company specializing in legal software solutions. They offer products like Astrea for small and medium law firms and Themis for large law firms and legal departments. Their software aims to automate legal processes, improve management efficiency, and integrate various aspects of legal work, enabling lawyers to focus on delivering outstanding results. With over 100,000 clients, Aurum Software has been recognized for its innovative and user-friendly solutions in the legal technology market.

📋 Description

• Provide consultative support to customers via chat and email. • Support customers with product usage, offering clear, personalized guidance. • Log and route technical tickets, following up on their resolution with the responsible teams. • Track the progress and resolution of bugs in partnership with the Product and Development teams. • Gather and organize recurring customer questions, contributing insights to projects and improvements. • Maintain above-average support ratings and deliver a positive customer experience. • Suggest improvements to support processes, with a focus on efficiency. • Participate in team ceremonies, such as alignment meetings and planning sessions. • Contribute to continuous improvement initiatives and collaborative process planning.

🎯 Requirements

• Previous experience in customer support and/or customer service via chat. • Fluent Portuguese. • Good computer literacy and typing skills. • Availability to work full-time, Monday through Friday, from 9:00 a.m. to 6:00 p.m. (40 hours per week). • Strong communication skills, empathy, and ease in working with people from diverse backgrounds. • A sense of urgency and the ability to solve problems practically and efficiently. • Ability to work under pressure while remaining calm and focused on results. • Team-oriented, with a collaborative mindset and a willingness to share knowledge. • Commitment to deadlines and deliverables while maintaining support quality. • Preferred: experience with Intercom. • Preferred: coursework or experience in time management, project management, and emotional management. • Preferred: experience providing support via email or chat in high-volume environments. • Preferred: knowledge of support metrics and Customer Experience (CX) best practices. • Preferred: customer support experience at technology companies, especially those offering digital products or SaaS.

🏖️ Benefits

• Meal/Food Allowance: R$1,300 per month on a flexible benefits card, with no payroll deduction. • Home Office Allowance: R$135 per month, with no payroll deduction. • Health Insurance: Bradesco nationwide coverage. • Dental Insurance: SulAmérica. • Life Insurance. • Extended parental leave through the Empresa Cidadã Program, including adoption, same-sex couples, and single-parent families. • Childcare Allowance for children up to 5 years old. • Gympass/Wellhub. • Conexa Saúde: 2 free psychological consultations and 2 free nutrition consultations per month. • Guapeco: nationwide pet health plan with reimbursements of up to 100%. • Language school partnership, offering discounts on English and Spanish courses. • Profit-Sharing and Results Participation (PLR). • Relax Week: business days between Christmas and New Year’s Day off. • Workstation Allowance: R$2,400. • Company-issued laptop on loan. • Birthday day off. • Great Place to Work™ certified company. • Feedback-driven culture, professional development guilds, an Individual Development Plan (IDP) during onboarding, Aurum Talks, regular meetings, OKR transparency, celebratory events, performance reviews, and development programs.