E-commerce Support Analyst (Remote)

About Us

We are a digital agency with over 11 years in the market, specializing in technical support and consulting for e-commerce. We serve clients throughout Brazil, helping companies operate ERPs, marketplaces, and virtual store platforms efficiently and hassle-free.

About the Role

We are looking for a Mid-Level Support Analyst with hands-on experience in Bling ERP, Tiny ERP (Olist), Omie, Magis5, Marketup, or similar systems to join our customer service team.

The focus of this role is to ensure clients use the system correctly in their day-to-day operations: answering operational questions, identifying usage errors, and guiding them on the proper way to execute routines within the platform. This is not an implementation position—we are looking for someone who knows the ERP well, can carefully investigate each request, and considers the implications before taking action.

If you have worked with any of these ERPs and can answer questions like "Why wasn't my NF-e issued?", "How do I integrate with Mercado Livre?", or "This order has the wrong status, what happened?"—this role is for you.

What You Will Do

• Support clients via WhatsApp, ticket/email, and video calls, identifying and resolving operational doubts and system usage errors;
• Investigate each request before responding: assess whether the submission is complete, ask the client to map out the real need, and verify if the solution could impact other modules or areas of the operation;
• Consult the internal knowledge base and engage the team when necessary, before escalating or responding without certainty;
• Guide clients on the correct way to execute routines in the ERP: NF-e issuance, product registration, order management, integrations with marketplaces and logistics providers;
• Manage multiple simultaneous support interactions with organization and agility, ensuring an appropriate response time for each client;
• Record and document support interactions clearly and in an organized manner;
• Contribute to the team's internal knowledge base.

What We Expect From You

Requirements:

• Mid-Level — prior experience in the field is required. This is not an entry-level position;
• Hands-on experience with Bling ERP, Tiny ERP (Olist), Omie, or Marketup in a support or day-to-day operational context;
• Experience with integrations between ERP and marketplaces or store platforms;
• Knowledge of marketplace routines: Mercado Livre, Shopee, Amazon, TikTok Shop, Magalu, or similar — ad registration, order management, and day-to-day operations;
• Familiarity with virtual store platforms: Yampi, Nuvemshop, Tray, Bagy, Loja Integrada, or similar;
• Knowledge of NF-e / NFC-e issuance and basic e-commerce tax routines;
• Basic logistics knowledge: shipping labels, logistics providers, tracking, and incident handling;
• Knowledge of product registration and rules;
• Proficiency in Excel;
• Investigative and analytical profile — you research, question, and think before responding;
• Strong written and verbal communication skills;
• Organization, proactivity, and the ability to work autonomously in a remote setting;
• Ability to follow processes and guidelines established by the team.

Bonus Qualifications:

• Familiarity with ticket-based support tools (Zendesk, Freshdesk, Zoho Desk, or similar);
• Experience working in a digital agency or a technical support company for e-commerce.