Customer Support Analyst

Axurians are innovators at heart, driven by a mission to make the internet safer for everyone. Our core values of putting the customer first, taking true ownership, and pursuing smart results define our unique culture. We offer a dynamic and flexible environment where creativity, maturity, and initiative are celebrated. As part of our global, world-class team, you'll collaborate across borders to deliver cutting-edge external cybersecurity solutions. Join us at Axur, where your ideas and expertise will shape the future of digital experiences.

At Axur, you will directly work with the latest technology in a challenging environment and have the autonomy to bring your own ideas and make your own decisions!

Are you passionate about customer satisfaction?

We are excited to offer you the Customer Support Analyst position at Axur. As a Customer Support Analyst, you will play a pivotal role in solidifying Axur's status as a global leader in external cybersecurity. Your contributions will be essential in our mission to detect, inspect, and respond to external threats all across the internet. Our success in product innovation hinges on talented professionals who align with our culture, just like you. We believe your skills and dedication will significantly enhance our ability to make the internet a safer place. And you can work remotely from anywhere in the world!

Like all our other openings, this opportunity is open to professionals with disabilities (PwD).

A typical workday might include:

• Ensuring that the customer is assisted in the channel of their choice;
• Prioritizing customer service to achieve its goals;
• Registering all calls and categorizing them according to the area's processes;
• Collaborating in producing content that helps our clients with self-service;
• Delighting our customers with individualized service and a genuine concern for helping them;
• Following up on our clients' demands with other teams;
• Providing continuous and consistent feedback to our customers regarding their demands;
• Applying continuous improvements to the area's processes;
• Aligning expectations between the client and the company;
• Keeping knowledge of our products and services up to date;
• Providing insights and suggesting improvements to the company's products and services;

Requirements

• Indispensable Requirements:
  • Experience in Technical Support in SaaS companies with a B2B focus;
  • Experience with incident management and service requests;
  • Interest and availability for work shifts, on-call duty, or standby;
  • Fluent or advanced Portuguese skills;
  • Fluent or advanced English skills.
• Additional Qualifications:
  • Previous experience with platforms such as HubSpot, Zendesk Suite, Freshdesk, Notion, Slite, Slack, Trello, G Suite, and LastPass;
  • Proficiency in agile methodologies (Kanban);
  • Familiarity with information security and LGPD;
  • Knowledge of cloud computing and SaaS;
  • Familiarity with web services (APIs);
  • Fluent or advanced Spanish skills;
  • Knowledge of ITIL V3 or higher.

Benefits

• Home office assistance: an allowance of R$ 2,000.00 in the first month to buy all the items for your home office. Axur will send only the laptop (which must be returned to the company in case of departure);
• Flexible benefit of R$ 924,00 per month;
• Health insurance and dental plan (Bradesco Top Nacional);
• Annual Employee Bonus Plan;
• Possibility of Employee Stock Options Plan (equity participation in the company);
• Anywhere Office work model;
• Super flexible hours;
• TotalPass;
• Language classes and a platform for study with more than 25 idioms.
• Culture focused on the individual development of Axurians (360º evaluation and Individual Development Plan (IDP);
• Agreements and partnerships for individual development (Coursera, Udemy, OpenEnglish, Fisk, MBA USP ESALQ, and others);
• Internal Rewards Programs (Best Recruiters, and others)
• Parental Leave Program (Pregnant and Companion; Adopter and Adaptation period).