Technical Support Analyst, N1

Perseus TI

. Provide first-level (N1) technical support via phone, chat, and tickets .

Posted 10/8/2026full-timeRemote • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in providing first-level technical support and customer service, with a focus on improving support processes and enhancing the customer experience. Proficient in documenting solutions and utilizing customer support tools effectively.

Highest-signal resume keywords

Technical SupportCustomer ServiceCommunication SkillsKnowledge of Academic OperationsExperience with Ticketing Systems

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportBasic Computer SkillsMicrosoft OfficeAcademic Management Systems

Soft Skills

Verbal CommunicationWritten Communication

Tools & Technologies

Customer Support ToolsTicketing SystemsDigital Communication Channels

Certifications & Qualifications

High School DiplomaUndergraduate DegreeGraduate DegreeMBA

Industry Keywords

Educational OperationsPublic-Facing ServiceCustomer Experience

About the role

Key responsibilities & impact

Provide first-level (N1) technical support via phone, chat, and tickets
Identify, analyze, and resolve customer questions and issues
Guide users on how to use the systems
Record and follow up on support requests, ensuring information quality and compliance with processes
Document solutions for frequently asked questions and recurring issues, contributing to the knowledge base
Escalate more complex requests to the appropriate teams
Identify opportunities to improve support processes and the customer experience
Serve as one of the primary points of contact between customers and Perseus

Requirements

What you’ll need

Previous experience in public-facing service, technical support, customer service, or related areas
Knowledge of academic and educational operations
Basic computer skills, including web browsers, operating systems, the internet, and Microsoft Office
Familiarity with customer support tools, ticketing systems, and digital communication channels
Strong verbal and written communication skills
Previous experience working at educational institutions or companies in the education sector
Experience with academic management systems
High school diploma, undergraduate degree, graduate degree, or MBA, as listed in the job application profile

Benefits

Comp & perks

Paid time off from the first month, with the option to sell up to 10 days per cycle by prior agreement
Annual performance bonus of up to two months’ annual salary, tied to the achievement of targets
Health Allowance for health or dental plan expenses
Nipomed: telemedicine services and access to a network of accredited physicians and laboratories for you and your family
Zenklub: one free psychotherapy session per month and special rates for additional sessions
Namu: wellness platform with content and activities supporting physical and emotional health
TotalPass: access to gyms and wellness services
Lincard: benefits club offering discounts and services related to education, health, and quality of life
Maternity and paternity support
Dependent benefits, according to the terms of each benefit
Special gifts upon completing 3, 5, and 10 years of partnership
Ongoing development through feedback, learning opportunities, and Individual Development Plans (IDPs)
100% remote work