Analista de Suporte Técnico

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Participate in the analysis and screening of tickets, investigating issues reported by customers (via CX) and internal areas regarding the use of Backoffice;

• Understand the reported scenarios by gathering evidence and structuring the problem clearly for correct direction;

• Conduct initial technical analyses using SQL queries and log reading for diagnosis;

• Utilize support and ticket management tools (e.g., Jira Service Management) to organize, track, and prioritize requests;

• Collaborate with Product and Engineering teams, ensuring that escalated issues are well described and provide sufficient context;

• Identify patterns and recurring issues in the support process, contributing suggestions for improvements in processes, documentation, or product;

• Document analyses, solutions, and procedures in the knowledge base to enhance scalability and reduce rework;

• Assist in organizing and continuously improving the support queue, ensuring smooth and high-quality analyses;

• Communicate clearly with internal stakeholders and partner areas regarding the progress and diagnosis of requests.

⛳️ Requirements

• Experience in customer service

• Affinity with technology

• Basic knowledge of SQL queries/databases

🏝️ Benefits

• Medical and dental assistance with no co-payment

• Life insurance

• Assistance for purchasing medications

• Support for engaging in physical activities

• Four monthly free sessions of therapy or nutritionist

• Quick massage

• Flexible food benefit through a credit card, Visa brand

• Free food at the headquarters

• Childcare assistance

• Parental support program

• Extended maternity and paternity leave

• In-company training platform

• Education assistance that subsidizes 70% of tuition for degrees and language courses

• Home Office assistance

• Work equipment provided

• Furniture assistance

• Partnership with WOBA for coworking spaces

• Day Off in the birthday month

• Happy Hour assistance

• Bonus for referring new employees

• Bonus based on annual goals

• Stock Options plan

• Friendly environment with a relaxed dress code