Analista de Atendimento (Sistema Educacional)

📋 Description

• Manage customer interactions, coordinate service requests, and ensure efficient resolution with
• Maintain clear communication on ticket progress, priorities, SLAs, and next steps.
• Analyze requests to determine scope, coverage, hours, or commercial requirements.
• Act as the main connector between customers and internal teams (Support, Product, Services
• Classify tickets accurately and forward with complete context to owners.
• Monitor service performance indicators like SLA, CSAT, and response times.

🎯 Requirements

• Bachelor’s degree in Administration, Education, Information Technology, Communication, or related
• Experience in B2B customer service, CS, or relationship management in EdTech/SaaS/software.
• Proven ability to manage problems from identification to resolution; strong analytical skills.
• Excellent written and verbal communication; ability to tailor language for customers, tech teams
• Experience with ticket tools (Zendesk, Freshdesk or similar) and monitoring service indicators
• Experience with Office 365 tools; strong organizational skills and ability to manage multiple

🎁 Benefits

• Fully remote work model.
• CLT employment contract.
• Continuous training and professional development opportunities.
• Meal or food allowance (VA/VR).
• Comprehensive health insurance.
• Birthday day off.