Mid-Level Support Analyst

🔥 5 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 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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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

• Assist customers through support channels (chat, email, tickets, and, when necessary, phone calls or meetings) • Guide users on how to use the platform, its features, and best practices • Perform an initial analysis of requests, quickly identifying the nature of the issue • Resolve low-complexity requests based on established workflows, documentation, and playbooks • Accurately record all interactions in the system, ensuring a complete history and traceability • Properly classify and categorize tickets, prioritizing them according to impact and urgency • Escalate requests to N2 Support when necessary, providing clear context and complete information • Contribute to the knowledge base (FAQs, articles, and documentation improvements) • Help identify recurring issue patterns and share insights with the team • Work with a focus on quality and efficiency, balancing support volume with customer experience • Monitor performance metrics (CSAT, response time, and 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 working with technology and digital systems • Experience in high-volume support environments (a plus) • Experience with technical support or SaaS products (a plus) • Experience working remotely (a plus) • Previous experience creating documentation or contributing to a knowledge base (a plus)

🏖️ Benefits

• BRL 1,000 meal and food allowance (VA/VR) | iFood Card – no vacation deduction • BRL 150 home office allowance • Wellz – mental health/psychotherapy | No cost to employees • Gympass – physical wellness/gyms | Available to dependents • Guapeco – health plan for your pet • English classes | No cost to employees • Unimed health insurance | Co-pay applies • Coworking day reimbursement | Available in all Brazilian states • Extended parental leave • Baby gift basket for expectant parents • Farmasesi partnership | Santa Catarina only • Sesi Education partnership | Santa Catarina only • Birthday day off • Laptop and monitor shipped to your home • BRL 2,000 voucher to purchase any additional equipment you need • Remote work • Team members based throughout Brazil, further strengthening our culture of diversity