At **Nueve09**, we are looking for a **User Support Analyst** to join our support team. If you are passionate about customer service, enjoy solving technical issues, and want to be part of a growing company where your ideas and work make a real impact, we’d love to meet you! **Job Description:** Provide customer support and assistance primarily through omnichannel channels, aiming to resolve inquiries, identify customer needs, and deliver appropriate solutions in accordance with company procedures and policies. Record interactions in the relevant ticketing system or CRM, collaborate with other teams to ensure a positive experience and effective resolution of requests. **Job Responsibilities:** * Handle user interactions via official channels. * Actively listen, understand the inquiry, and provide accurate responses or escalate to the appropriate department. * Thoroughly document interactions and resolutions in the CRM. * Maintain a professional, courteous, and empathetic tone in all communications. * Meet established performance indicators (KPIs) (response time, first-contact resolution, customer satisfaction). * Clearly and truthfully inform customers about policies, products, and services. * Escalate complex issues to supervisors or other departments as required. * Identify opportunities for process improvement and/or recurring issues in company products. **Knowledge Requirements:** Proficiency in Microsoft Office suite and Google tools. Experience using help center platforms and/or CRM/ERP systems. **Experience:** Customer service or sales experience (chat, email, telephone). **Requirements:** Incomplete bachelor’s degree (from fourth semester onward). Must reside no more than 1 hour and 15 minutes from the office premises. Empathy and active listening. Adaptability and flexibility. Critical thinking and decision-making skills. Time management and organizational skills. Teamwork. Proactivity and continuous improvement mindset. Results-oriented approach and commitment to meeting KPIs. **We Offer:** Vacation days exceeding statutory requirements. Gym membership discounts. Major medical expense insurance. Opportunities for internal career growth. Ongoing training and development. Work schedule: Monday to Friday, 10:00 am to 7:00 pm; Saturdays, 9:00 am to 2:00 pm. If you meet the requirements, please share your CV with us through this channel. Good luck! Employment type: Full-time Salary: Starting at $12,000.00 per month Benefits: * Gym discount * Major medical expense insurance Work location: On-site