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Software Support Analyst

1 month ago
Brazil
Full-time
Junior
Customer Support
Customer and Technical Support
Apply Now
FORM

FORM

FORM (form.com) is the world's leading enterprise platform for web and mobile form solutions, empowering over 2 billion mobile workers with innovative workflow management and image recognition for smarter retail execution.

Internet Software & Services
251-1K
Founded 2002
View All Jobs 2

Description

  • Provide timely and professional support through email, chat, phone, and ticketing systems.
  • Troubleshoot common product, account, and workflow-related issues for customers and internal users.
  • Accurately document customer interactions, troubleshooting steps, and resolutions.
  • Escalate unresolved, urgent, or complex issues to senior team members when appropriate.
  • Manage assigned ticket queues and ensure timely follow-up and case resolution.
  • Support multiple products, communication channels, and operational needs based on business priorities.
  • Maintain quality, productivity, and customer service standards across assigned work.
  • Build knowledge of supported products, tools, and workflows through ongoing training and coaching.
  • Communicate clearly and professionally with customers, teammates, and leadership.
  • Collaborate with team members on daily operations, knowledge sharing, and continuous improvement.

Requirements

  • 1+ years of experience in customer support, technical support, SaaS support, retail service, or a related field preferred.
  • Strong written and verbal communication skills.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Comfortable learning new tools, systems, and processes quickly.
  • Strong customer service mindset with attention to detail and problem-solving skills.
  • Professional, reliable, coachable, and team-oriented approach to work.
  • Portuguese and English fluency required for phone, email, and chat communication.
  • Flexibility during the initial onboarding phase of up to 8 weeks on a Monday through Friday, 8:00 AM to 4:00 PM MT schedule.
  • Availability to work the permanent Monday through Friday, 10:00 AM to 6:00 PM MT shift after onboarding.

Benefits

  • Healthcare and home office allowance.
  • Hybrid or remote working model.
  • Internal career path opportunities.
  • Learning and development opportunities.
  • Work on state-of-the-art technology with an international team.
  • Competitive salaries and full benefits for full-time employees.
  • Flexible "Work Your Way" employment policy with indefinite remote work for eligible employees.

Interested in this position?

Apply directly on the company website

Apply Now

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