Customer Support Analyst

Mercos

. Provide customer support by phone, email, and chat, understanding the full context before proposing solutions .

Posted 10/22/2026full-timeRemote • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing customer support across digital platforms, utilizing tools like Salesforce and ZohoDesk to manage interactions and track performance. Possesses strong analytical skills to investigate issues and communicate effectively with diverse customer profiles.

Highest-signal resume keywords

Customer Support ExperienceSalesforce ProficiencyAnalytical AbilityClear Communication SkillsOrganizational Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportAnalytical SkillsSystem IntegrationsHandling ObjectionsKPI Tracking

Soft Skills

Clear CommunicationAdaptabilityProblem-Solving

Tools & Technologies

SalesforceZohoDeskGoogle SheetsMetabase

Industry Keywords

Digital EnvironmentsCustomer SuccessOperating SystemsManufacturersDistributors

Tech Stack

Tools & technologies

AndroidiOS

About the role

Key responsibilities & impact

Provide customer support by phone, email, and chat, understanding the full context before proposing solutions
Investigate issues before involving other teams, carrying out the necessary tests and checks
Engage the responsible teams, such as Finance, Product, and Application Support, with complete information
Address objections in situations involving questions or cancellations, using clear, context-specific arguments
Guide customers on features, best practices, and help channels, such as the Help Center
Record all interactions in Salesforce and ZohoDesk, keeping the history up to date and traceable
Request feedback at the end of support interactions and use it to drive continuous improvement
Track individual KPIs and develop an Individual Development Plan (IDP) during one-on-one meetings with leadership

Requirements

What you’ll need

Experience providing customer support in digital environments, including handling phone, chat, and email interactions simultaneously
Knowledge of Google Sheets
Knowledge of the main operating systems: Windows, iOS, and Android
Analytical ability to investigate scenarios, identify root causes, and clearly propose next steps
Clear and concise verbal and written communication
Ability to adapt language to the customer's profile
Organizational skills to manage multiple simultaneous interactions without missing deadlines or compromising quality
Knowledge of how manufacturers, distributors, and sales representatives operate (a plus)
Experience with system or ERP integrations (a plus)
Experience handling objections, managing churn, and working in customer success (a plus)
Familiarity with Salesforce, ZohoDesk, or Metabase (a plus)

Benefits

Comp & perks

Profit-Sharing and Results-Based Bonus Program
Home office allowance
Meal and food allowance on the Caju flexible benefits card
Budget to set up your home office
National health and dental insurance coverage
Access to Moodar for online psychological support, also available to family members
Vidalink partnership offering discounts at pharmacies
Access to an educational platform with full scholarships for undergraduate and graduate degrees, short courses, language courses, and MBAs
Wellhub membership for physical activities and physical, emotional, and nutritional well-being for you and your family
Fully remote work / Remote-First company
CLT employment contract
Well-structured Individual Development Plan (IDP)
Feedback-driven culture and one-on-one meetings
Six-month maternity leave and 20-day paternity leave
Birthday-month day off
Employee referral bonus
Livro Livre book benefit
Partnerships with educational and language institutions
Training sessions and workshops
Annual trips to Joinville, Santa Catarina, for in-person gatherings
Company laptop becomes the employee's property after 48 months of use
Monthly in-person and remote happy hours
Optional annual flu vaccination
Gifts and special perks on commemorative dates
Compensation review policies and market alignment