Customer Support Analyst managing corporate events and food supplier contracts in São Paulo. Ensuring quality service delivery for client satisfaction in a hybrid work model.
About the role
- Customer Support Specialist for Verity Solutions ensuring smooth program operations and positive customer experience. Handling pharmacy partner inquiries and utilizing various tools to achieve operational excellence.
Responsibilities
- Support account managers and pharmacy partners by responding to customer inquiries and delivering timely, accurate service.
- Coordinate and document system access requests, collaborating with Legal and internal teams as needed.
- Create, update, and manage user profiles within Verity’s software, including access troubleshooting and password resets.
- Monitor data flow and system performance, proactively identifying anomalies and coordinating resolution plans.
- Execute customer setting updates within Verity’s platform as part of large‑scale initiatives or assigned projects.
- Prepare and deliver ad hoc reports to support customer meetings and presentations.
- Maintain and update internal documentation and wiki pages to reflect current processes and best practices.
- Manage and prioritize requests from multiple stakeholders, using judgment to escalate issues when appropriate.
- Adapt support approaches to meet the unique needs of different account management groups.
- Utilize a variety of tools including Jira, Confluence, Asana, Salesforce, and SharePoint to complete work efficiently.
- Leverage training resources to continuously build platform knowledge and identify development opportunities.
- Capture customer feedback to surface actionable insights that support product and service improvements.
- Model Verity Solutions’ values through positive, professional interactions with internal and external partners.
Requirements
- Minimum 1 year of experience in customer support, technical support, or SaaS account support roles.
- Strong interpersonal skills with a customer‑focused, empathetic approach to problem resolution.
- Excellent written and verbal communication skills, including the ability to remain calm in high‑pressure situations.
- Demonstrated ability to analyze data issues and troubleshoot software‑related problems.
- Proficiency with Microsoft Office tools, especially Excel.
- Ability to manage multiple priorities and details in a fast‑paced, delivery‑focused environment.
- Strong organizational skills and sound judgment when escalating issues.
- Bachelor’s degree in Business or a related field (preferred, not required).
- Experience using CRM tools such as Salesforce.
- Familiarity with Jira, Confluence, Asana, or similar project management platforms.
- Experience working in a hospital, pharmacy, or healthcare environment.
Benefits
- Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs.
- 401(k)
- Company paid life insurance
- Tuition reimbursement
- A minimum of 18 days of paid time off per year
- Paid holidays
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