Junior Level 1 Support Analyst – Customer Experience

🕒 July 10

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RD Station

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2011

☁️ SaaS

🤝 B2B

🛍️ eCommerce

SaaS • B2B • eCommerce

RD Station is a Brazilian SaaS company that provides integrated marketing automation, CRM and customer service solutions. Its platform helps businesses attract and qualify leads, run email and WhatsApp campaigns, create landing pages, automate sales processes, deploy chatbots and manage omnichannel conversations, with analytics and AI features as well as an app marketplace and developer APIs. RD Station targets companies and agencies seeking to connect marketing, sales and support workflows to drive growth and retention.

📋 Description

• Provide reactive multi-channel support (online chat/WhatsApp, tickets/email, and video calls) and multi-product support (RDSM, RD CRM, and RD Conversas) to national and international customers; • Investigate, analyze, and resolve technical issues, focusing on identifying root causes and proposing sustainable solutions; • Ensure high-quality, solution-oriented, and empathetic support that empowers customers to use our solutions autonomously; • Prioritize and organize support in high-demand environments while maintaining transparency, focus, and productivity; • Monitor support and customer satisfaction metrics, ensuring quality standards and SLAs are met; • Propose and implement day-to-day improvements that advance the team's mission, including sharing learnings with the team.

🎯 Requirements

• Experience providing customer support in technology companies, handling technical platform usage issues that require logical reasoning and investigative thinking; • Practical knowledge of customer support metrics; • Previous experience managing simultaneous interactions across multiple channels (primarily chat and email); • Ability to absorb a high volume of information and perform multiple tasks concurrently; • Genuine interest in and commitment to delivering excellent customer service and experience.

🏖️ Benefits

• Holistic Well-being: We care for the people who drive progress. We pursue the holistic well-being of every employee through programs and benefits that enable self-care across five pillars: Emotional, Financial, Physical, Occupational, and Social. • Diversity and Belonging: Diversity is what makes us stronger. We actively promote inclusion and belonging, ensuring TOTVS is a place where you can be yourself. • We value racial inclusion and support initiatives to combat structural racism.