The T1 Software Support Analyst provides frontline customer and technical support across multiple products and communication channels. This role is responsible for assisting customers with product, account, and workflow-related questions while delivering a professional and positive support experience. The analyst will troubleshoot common issues, document customer interactions, and escalate more complex concerns when needed. Success in this role requires strong communication skills, adaptability, attention to detail, and a customer-focused mindset in a fast-paced environment.
What You’ll Do:
Provide timely and professional support through email, chat, phone, and ticketing systems.
Troubleshoot common product, account, and workflow-related issues for customers and internal users.
Accurately document customer interactions, troubleshooting steps, and resolutions.
Escalate unresolved, urgent, or complex issues to senior team members when appropriate.
Manage assigned ticket queues and ensure timely follow-up and case resolution.
Support multiple products, communication channels, and operational needs based on business priorities.
Maintain quality, productivity, and customer service standards across all assigned work.
Build and maintain knowledge of supported products, tools, and workflows through ongoing training and coaching.
Communicate clearly and professionally with customers, teammates, and leadership.
Collaborate with team members to support daily operations, knowledge sharing, and continuous improvement efforts.
Who You Are:
1+ years of experience in customer support, technical support, SaaS support, retail service, or a related field preferred.
Strong written and verbal communication skills.
Ability to manage multiple priorities in a fast-paced environment.
Comfortable learning new tools, systems, and processes quickly.
Strong customer service mindset with attention to detail and problem-solving skills.
Professional, reliable, coachable, and team-oriented approach to work.
Portuguese and English required (communication via phone, email, and chat channels).
What We Offer:
Working on state-of-the-art technology with an international team
Wide range of benefits: healthcare and home office allowance
Hybrid or remote working model
Career path internally
Learning & development opportunities
Shifts:
Please note that this position requires flexibility during the initial onboarding phase (up to 8 weeks), which follows a Monday through Friday, 8:00 AM to 4:00 PM MT (Denver) schedule (11:00 AM to 7:00 PM São Paulo time). A 1-hour lunch break is included.
After onboarding, you will transition to your permanent shift: Monday through Friday, 10:00 AM to 6:00 PM MT (Denver) (1:00 PM to 9:00 PM São Paulo time). A 1-hour lunch break is included.