Hybrid Level 1 Support Analyst – Junior

at Proesc

• Job title: Level 1 Support Analyst – Junior
• Job type: Contract
• Experience level: Junior
• Salary: Not specified
• Degree requirement: High School Diploma
• Tech skills: Postgres
• Location requirements: Hybrid, Macapa, Brazil

About the role

• Junior Support Analyst providing customer support for Proesc's system. Engage with customers to resolve queries and improve user satisfaction while collaborating with internal teams.

Responsibilities

• Respond to customer requests in real time, ensuring efficient and courteous communication.
• Log and categorize tickets in Zendesk, prioritizing and escalating requests as needed.
• Provide low- and medium-complexity solutions, such as guidance on platform usage and resolution of common questions.
• Monitor open tickets to ensure updates and resolutions are provided within established SLAs.
• Collaborate with Tier 2 (N2) and Tier 3 (N3) teams to route more technical or complex issues, following up until final resolution.
• Share feedback and insights gathered from support interactions to help improve processes and platform features.
• Participate in training to enhance technical knowledge and service quality.

Requirements

• Experience in customer service, preferably in technical support or SaaS environments.
• Basic familiarity with support tools such as Zendesk (or willingness to learn quickly).
• Clear verbal and written communication skills.
• High school diploma (currently enrolled in higher education is a plus).
• Ability to organize and prioritize tasks in a dynamic environment.
• Empathy and customer focus, with attention to the specific needs of public and private schools.
• Comfortable using technology tools and troubleshooting basic issues.
• Previous experience in the education sector or with SaaS platforms is a plus.
• Basic knowledge of ticket management practices, such as ITIL.
• Familiarity with terminology and processes related to educational institutions, such as academic and financial administration.
• Knowledge of databases (PostgreSQL) for queries and diagnostics.

Benefits

• CAJU multi-solution card;
• Health partners for Proescker: Conexa Saúde, Wellhub (Gympass), and Macapá Health Clinics;
• Amil Health and Dental plan;
• In-house psychological support;
• Proesc career plan with Technical and Leadership tracks.