Customer Support Analyst

🔥 16 hours ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 12%

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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Incentivar

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📣 Marketing

☁️ SaaS

Consulting • Marketing • SaaS

Incentivar is the first and most complete incentive software in Brazil, designed to help teams achieve their goals through personalized, data-driven solutions. The platform offers a variety of incentive programs, including sales incentives, employee rewards for HR departments, and loyalty campaigns for both B2B and B2C businesses. With a focus on automating commission payments and providing robust insights, Incentivar allows companies to centralize their incentive actions and enhance employee engagement effectively.

📋 Description

• Respond to customer inquiries through available channels (email, chat, phone, and platform) with speed, courtesy, and clarity. • Log, classify, and track tickets in the support system, keeping information up to date. • Resolve questions and requests related to products, campaigns, program mechanics, and the use of incentive platforms. • Escalate cases outside the support team’s scope to the responsible departments and follow up until resolution. • Ensure compliance with SLAs and the support scripts and service standards defined by the department. • Identify recurring issues and report opportunities to improve processes and the customer experience. • Support the maintenance and updating of the knowledge base and support FAQs. • Ensure the quality and consistency of information recorded in the CRM.

🎯 Requirements

• Multichannel Support: work across email, chat, phone, and platform channels while maintaining consistent quality standards • Support and CRM Tools: use customer support and customer record systems • Ticket Logging and Management: open, classify, and track tickets accurately • Knowledge of Incentive Products and Campaigns: master relevant information to guide customers effectively • Support Metrics: understand and act on SLA, CSAT, and AHT metrics • Clear Communication and Empathy: communicate in a courteous, objective, and welcoming manner • Customer Focus: prioritize resolution and customer satisfaction • Organization and Attention to Detail: maintain accurate and well-organized records • Proactivity and Problem-Solving: actively seek solutions • Teamwork and Collaboration: cooperate with the team and other departments

🏖️ Benefits

• iFood Benefícios Card: BRL 1,120 per month • TotalPass: access to an extensive network of gyms throughout Brazil • Conexa: telehealth services, including medical, psychological, and nutritional care whenever you need it • Avus: discounts on pharmacies, medical consultations, and laboratory tests • Internal Incentive Program • Structured Performance Reviews, with clear feedback on your development • Defined Career Path, so you know where you can go • Frequent Training to support your ongoing growth