About the Role
Mell.ro is currently seeking a dedicated and proactive individual to join our growing team as a Suporte Help Desk N1. In this essential role, you will serve as the primary point of contact for our customers, ensuring their experience with our platform is seamless, efficient, and deeply humanized. We believe that N1 support is more than just answering questions; it is about building trust and empowering users to navigate our ecosystem with confidence. You will work in a dynamic, remote environment where your contributions directly impact client satisfaction and the long-term success of our services. If you are a problem-solver who enjoys technical challenges and thrives on delivering high-quality service, we want to hear from you.
As a Suporte Help Desk N1, you will handle a variety of responsibilities that require both technical aptitude and exceptional interpersonal skills. You will manage incoming inquiries through multiple channels, providing clear and concise guidance on platform features such as lease contracts, property inspections, terminations, and financial flows. Your goal will be to resolve issues at the first point of contact whenever possible, while maintaining a meticulous record of all interactions to ensure transparency and continuity across our departments. This role is perfect for someone who is organized, tech-savvy, and dedicated to the philosophy of customer-centricity.
Key ResponsibilitiesYour daily activities will involve managing the complete lifecycle of customer inquiries and maintaining the operational integrity of our support systems. Key duties include:
- Delivering high-quality multichannel support through official communication tools, ensuring all client questions regarding contracts, inspections, and platform workflows are answered promptly.
- Providing assertive and empathetic assistance to guarantee that every solution provided is viable and tailored to the user's specific needs.
- Identifying potential operational risks during client interactions and escalating complex issues to the appropriate internal teams with detailed evidence.
- Registering all service requests and technical incidents in our ticketing system with precision, ensuring that all data is ready for analysis and follow-up.
- Analyzing recurring support tickets to identify product bugs or opportunities for platform improvements, contributing directly to the evolution of our software.
- Maintaining organizational efficiency by updating task cards in ClickUp and ensuring that client and commercial data are correctly logged for business intelligence purposes.
- Creating and managing control spreadsheets and monthly performance reports to help the department track and achieve its key performance indicators (KPIs).
- Promoting user autonomy by educating clients on how to maximize the value they get from the platform and its digital tools.
- Participating in strategic meetings, product training sessions, and professional development initiatives to ensure your knowledge remains current with platform updates.
To be successful in this role, you must possess a blend of technical expertise and a passion for helping people. We are looking for candidates who demonstrate:
- Previous experience in customer service, N1 help desk support, or technical support, preferably within a SaaS or technology startup environment.
- Exceptional written and verbal communication skills in Portuguese, with the ability to explain complex technical processes in an easy-to-understand manner.
- Familiarity with task management and ticketing software such as ClickUp, Jira, Zendesk, or similar platforms.
- Basic to intermediate knowledge of data tools, specifically Google Sheets or Microsoft Excel, for reporting and data organization.
- A proactive and analytical mindset, capable of identifying patterns in support requests to propose structural improvements.
- High emotional intelligence and empathy, with a commitment to providing a personalized and humanized experience for every user.
- The ability to work autonomously and maintain high productivity levels in a fully remote work setting.
- Strong attention to detail, ensuring that documentation is accurate and follow-ups are never missed.
Mell.ro is dedicated to fostering a work environment that encourages growth, collaboration, and work-life balance. As a member of our team, you will enjoy:
- A 100% remote work environment, offering you the flexibility to work from anywhere in Brazil.
- Formal employment under the CLT regime, ensuring all standard labor rights and security.
- A collaborative and inclusive company culture where your ideas are valued and your professional growth is a priority.
- Direct involvement with a modern technology platform that is innovating within its market.
- Access to continuous learning opportunities and internal training to expand your technical and soft skills.
- The opportunity to be part of an empathetic team that celebrates diversity and human connection in the digital space.