Jobs Brazil

Help Desk Agent (Remote) (Trainee)

Job Title	Help Desk Agent (Remote) (Trainee)
Employer	Risk & Policy Analysts
Adress: Country	Brazil
Address: City	Itapuranga
Work type	Remote
Expected Salary	8575 BRL
Posting Date	Tue Jun 10 2025
End Date	Thu Jun 19 2025

Description:

We’re looking for a customer-focused and empathetic Customer Support Representative to join our remote team and assist customers with their needs. You’ll be responsible for handling customer inquiries, providing solutions, and ensuring a positive and helpful experience for every customer. You’ll assist customers with a variety of issues, including troubleshooting, billing, and product inquiries, ensuring they receive top-notch support. You’ll troubleshoot and resolve customer problems, documenting all interactions and solutions in the customer support system. You’ll maintain a professional and friendly demeanor while addressing customer concerns and answering questions. You’ll work closely with the team to escalate complex issues, ensuring customers receive timely solutions. You’ll manage customer complaints with a professional and calm approach, turning negative experiences into positive resolutions. You’ll provide feedback to the team regarding recurring customer concerns, helping improve products and services.

Basic Qualifications:

• Provide feedback from the frontlines—what customers love, what confuses them, what’s broken—to inform product and UX decisions.
• Handle returns, refunds, or complaints with professionalism and empathy, aiming to resolve issues and retain trust.
• Document common questions, bugs, and feedback to help improve support docs, FAQs, and internal processes.
• Use templates and shortcuts when appropriate, but personalize messages to show the customer you’re paying attention.
• Manage confidential information securely and follow internal data/privacy protocols.

Preferred:

• Familiar with using CRM systems and logging customer interactions consistently.
• Familiar with support platforms like Zendesk, Intercom, Freshdesk, or Help Scout.
• Comfortable using knowledge bases and internal documentation to assist customers accurately.
• Values being part of a team that helps people feel heard, supported, and respected.
• Understands the importance of empathy, patience, and clarity in every interaction.

Benefits:

• You’ll be trusted to speak like a human, not a ticket bot.
• Every “thank you so much!” message hits different when you know you helped.
• You’ll have input into help docs, processes, and how we support better every day.
• We provide helpful macros, FAQs, and tools — but your tone and judgment make the real difference.
• Your suggestions can shape how we support customers going forward.

You’ll provide product recommendations, assist with order placement, and answer general product-related questions. You’ll assist in managing customer accounts, updating information, and ensuring records are accurate and complete. You’ll work to resolve complaints and provide feedback on recurring issues to improve the customer experience and service quality. You’ll assist in promoting company policies, ensuring that customers understand product terms and conditions. You’ll work in an environment that values teamwork, where you’ll collaborate with other support representatives to ensure excellent service. You’ll be part of a collaborative and supportive team, working remotely to solve customer challenges and improve service efficiency. This remote role offers flexibility, allowing you to work from anywhere while supporting a diverse customer base. If you’re passionate about helping others, solving problems, and working in a collaborative team, we’d love to have you join us.