Junior Level 1 Support Analyst – Customer Experience

🔥 2 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

📞 Support Engineer

🚫👨‍🎓 No degree required

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RD Station

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2011

📣 Marketing

💼 Consulting

📦 Logistics

Marketing • Consulting • Logistics

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, multichannel support (via online chat/WhatsApp, tickets/email and video call) and support for multiple products (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 • Deliver high-quality, resolution-oriented and empathetic support that empowers customers to use our solutions autonomously • Prioritize and organize work 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 daily improvements that advance the team's mission, including sharing learnings with the team

🎯 Requirements

• Experience providing customer support at technology companies, handling technical platform usage issues that require logical reasoning and investigative thinking • Practical knowledge of customer support metrics • Prior experience handling simultaneous inquiries across multiple channels (primarily chat and email) • Ability to assimilate a high volume of information and perform multiple tasks concurrently • Basic understanding of digital marketing processes (nice to have) • Experience in multiproduct and/or B2B SaaS companies (nice to have) • Experience with platforms such as Service Cloud, Zendesk, Slack, G Suite (nice to have) • Basic understanding of how web pages work (nice to have) • Be (or want to become) an active member of the community who shares knowledge inside and outside the company through events, articles, mentoring, projects and volunteer initiatives (nice to have)