Classify, validate, and route leads according to the company's established criteria
Contact customers to conduct satisfaction surveys and follow up on the customer experience
Record information, incidents, and feedback in the system, ensuring data is organized and up to date
Provide user support via phone, remote access, or in-person assistance when necessary
Monitor satisfaction, quality, and performance metrics for support interactions
Collect and analyze customer experience data to identify opportunities for improvement
Assist in designing and implementing satisfaction surveys and communication materials
Map, review, and propose improvements to internal processes related to customer experience
Participate in continuous improvement projects to help increase customer engagement and satisfaction
Escalate issues to the appropriate teams when necessary, ensuring proper resolution of tickets.

Meal and/or grocery allowance for food and grocery purchases
Medical and dental insurance to support the health of you and your family
Pharmacy discounts for medications
Childcare assistance in accordance with company policy
Gym partnership or discounts to encourage physical activity
Partnership with SESC for cultural and leisure programs
Partnerships to support language studies, technology training, and online course platforms
Payroll-deductible loans with attractive rates plus a financial education program
Corporate University and learning tracks covering technology, soft skills, market trends, and more
Employee referral program with potential rewards and bonuses
Group life insurance

Technical Support Analyst – Mid-level

Key skills