Customer Support Analyst

Job not on LinkedIn

🔥 1 hour 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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Mercos

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2010

🤝 B2B

🛍️ eCommerce

☁️ SaaS

💰 $50k Non Equity Assistance on 2016-11

B2B • eCommerce • SaaS

Mercos is an automated sales and eCommerce B2B system that simplifies order management and sales processes for businesses selling at wholesale. By integrating with existing ERPs, Mercos provides real-time order issuance, stock control, and sales team management, allowing for error-free transactions and efficient communication. Its features include an easy-to-use mobile app for offline sales, customizable reports, and a dedicated support team, making it a comprehensive solution for industries, distributors, and sales representatives looking to enhance productivity and sales performance.

📋 Description

• Provide customer support by phone, email, and chat, understanding the full context before proposing solutions • Investigate issues before involving other teams, carrying out the necessary tests and checks • Engage the responsible teams, such as Finance, Product, and Application Support, with complete information • Address objections in situations involving questions or cancellations, using clear, context-specific arguments • Guide customers on features, best practices, and help channels, such as the Help Center • Record all interactions in Salesforce and ZohoDesk, keeping the history up to date and traceable • Request feedback at the end of support interactions and use it to drive continuous improvement • Track individual KPIs and develop an Individual Development Plan (IDP) during one-on-one meetings with leadership

🎯 Requirements

• Experience providing customer support in digital environments, including handling phone, chat, and email interactions simultaneously • Knowledge of Google Sheets • Knowledge of the main operating systems: Windows, iOS, and Android • Analytical ability to investigate scenarios, identify root causes, and clearly propose next steps • Clear and concise verbal and written communication • Ability to adapt language to the customer's profile • Organizational skills to manage multiple simultaneous interactions without missing deadlines or compromising quality • Knowledge of how manufacturers, distributors, and sales representatives operate (a plus) • Experience with system or ERP integrations (a plus) • Experience handling objections, managing churn, and working in customer success (a plus) • Familiarity with Salesforce, ZohoDesk, or Metabase (a plus)

🏖️ Benefits

• Profit-Sharing and Results-Based Bonus Program • Home office allowance • Meal and food allowance on the Caju flexible benefits card • Budget to set up your home office • National health and dental insurance coverage • Access to Moodar for online psychological support, also available to family members • Vidalink partnership offering discounts at pharmacies • Access to an educational platform with full scholarships for undergraduate and graduate degrees, short courses, language courses, and MBAs • Wellhub membership for physical activities and physical, emotional, and nutritional well-being for you and your family • Fully remote work / Remote-First company • CLT employment contract • Well-structured Individual Development Plan (IDP) • Feedback-driven culture and one-on-one meetings • Six-month maternity leave and 20-day paternity leave • Birthday-month day off • Employee referral bonus • Livro Livre book benefit • Partnerships with educational and language institutions • Training sessions and workshops • Annual trips to Joinville, Santa Catarina, for in-person gatherings • Company laptop becomes the employee's property after 48 months of use • Monthly in-person and remote happy hours • Optional annual flu vaccination • Gifts and special perks on commemorative dates • Compensation review policies and market alignment