Customer Support Analyst L2

Position Summary

We are looking for a Customer Support Level 2 professional to act as the main point of contact between the company and our B2B partners. This role is essential to ensure that requests are handled efficiently, promptly, and with a high standard of professionalism, directly contributing to customer satisfaction and retention.

Key Responsibilities

• Customer Support:
  Manage and resolve Level 2 support requests, ensuring fast, clear, and effective service so that customers feel heard and well supported.

• Incident Management:
  Prioritize and manage support tickets, escalating more complex issues to higher-level technical teams when necessary, ensuring quick and efficient resolutions.

• System Performance Monitoring:
  Monitor system performance, proactively identifying potential failures or impacts before they affect users.

• Cross-Functional Collaboration:
  Work closely with Technology, FinOps, Product, and other internal teams to resolve complex issues, fostering collaboration and operational efficiency.

• Feedback Collection and Sharing:
  Gather insights from customer interactions and share relevant feedback with management, contributing to continuous improvement of products, processes, and services.

Requirements

Desired Profile

• Effective Communication:
  Fluency in English, with excellent verbal and written communication skills, capable of clearly conveying technical concepts to diverse and international audiences.

• Customer-Focused Mindset:
  Strong customer orientation, with a professional and empathetic approach focused on ensuring the satisfaction of Premium clients.

• Technical Aptitude:
  Interest and willingness to learn about systems and tools used in the role, with a practical approach to troubleshooting.

• Attention to Detail:
  An organized and detail-oriented profile, committed to accurate documentation of incidents and support activities.

• Independent Problem Solving:
  Ability to analyze scenarios, learn quickly, and proactively propose effective solutions.

• Shift Availability:
  Availability to work rotating shifts (6 hours per day, 6 days per week), including weekends and holidays.

Requirements

• Education:
  A degree in Information Technology, Computer Science, or related fields is considered a plus.

• Experience:
  Previous experience in technical support, fintech, IT helpdesk, i-gaming, or similar roles is highly valued.

Language

• Fluent English (mandatory)

Important Information

• Hiring under Brazilian Labor Law (CLT)

• Candidates must be based in Brazil and have a valid CPF

• 100% remote position

• Work schedule under a 6x1 model, with possible monthly shift changes and occasional Sunday work.

Benefits

• Competitive compensation – aligned with your experience and the market.

• Meal allowance – provided through a prepaid card, with the flexibility to use part of the balance beyond food expenses.

• Health and dental plan – no monthly cost for you with comprehensive coverage to take care of your health and well-being.

• TotalPass – access to gyms and partner studios, encouraging a healthy and balanced lifestyle.