Mid-level Support Analyst

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Simples Dental

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2012

💼 Consulting

📣 Marketing

⚕️ Healthcare Insurance

Consulting • Marketing • Healthcare Insurance

Simples Dental is a dental clinic that offers a comprehensive range of dental services for patients of all ages. With a strong commitment to improving the health and wellness of the community, Simples Dental focuses on providing high-quality care through advanced dental technologies and a patient-centered approach. Their dedicated team of professionals strives to create a comfortable environment where patients can receive the best possible dental care.

📋 Description

• Respond to customers via support channels (chat, email, tickets and, when necessary, phone or meetings) • Provide guidance to users on using the platform, its features and best practices • Perform the initial analysis of requests, quickly identifying the nature of the issue • Resolve low-complexity requests based on defined flows, documentation and playbooks • Accurately record all interactions in the system, ensuring a complete history and traceability • Classify and categorize tickets appropriately, prioritizing according to impact and urgency • Escalate issues to Level 2 Support when necessary, ensuring clear context and complete information • Contribute to the knowledge base (FAQs, articles and documentation improvements) • Help identify recurring problem patterns and share insights with the team • Work with a focus on quality and efficiency, balancing ticket volume with the customer experience • Monitor performance indicators (CSAT, response time, SLA) and pursue continuous improvement

🎯 Requirements

• Previous experience in customer service or support (preferred) • Familiarity with support tools (Zendesk, Movidesk, Intercom, Jira or similar) • Basic knowledge of Google Workspace or similar tools • Comfortable with technology and digital systems • Nice to have: experience in high-volume support environments • Nice to have: experience in technical support or with SaaS products • Nice to have: experience working remotely • Nice to have: prior contributions to documentation or a knowledge base

🏖️ Benefits

• Meal/Food allowance of R$1,000.00 | iFood card - no deduction during vacation • Home office allowance of R$150.00 • Wellz - mental health/psychotherapy | Free for employees • Gympass - physical health/gyms | Extendable to dependents • Guapeco - pet health plan • English lessons | Free for employees • Unimed health insurance | With co-payment • Coworking daily reimbursement | Available for all states • Extended paternity and maternity leave • Welcome baby kit for expectant parents • Partnership with Farmasesi | Available only in Santa Catarina (SC) • Partnership with Sesi Education | Available only in Santa Catarina (SC) • Birthday day off • Company laptop and monitor shipped to you • R$2,000.00 voucher to purchase any additional equipment you need • Opportunity to work remotely with colleagues across Brazil