Analista de Suporte Técnico

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

📋 Description

• Provide technical support to clients through various communication channels: phone, email, chat, and service portal.

• Identify potential issues and proactively engage in the resolution process.

• Understand the client's needs/questions and assess their impact on the business, focusing on finding solutions.

• Monitor the progress of support tickets until resolution, prioritizing them when necessary.

• Assist internal teams and clients in clarifying doubts/inconsistencies, identifying root causes, and offering actions and suggestions for addressing potential discrepancies.

⛳️ Requirements

• Basic and/or intermediate knowledge of Microsoft operating systems.

• Basic and/or intermediate understanding of computer networks and cloud services.

• Minimum of 1 year of experience in technical support for users and/or systems.

• Basic knowledge of database management systems.

• Desirable: experience in technical roles within alarm monitoring or remote concierge companies.

• Desirable: basic knowledge of alarm systems, surveillance (CCTV), or access control.

• Desirable: familiarity with AI tools.

🏝️ Benefits

• Remote work model.

• Meal/Food allowance.

• Health plan with 50% coverage by the company and 50% by the employee.

• Dental plan with 50% coverage by the company and 50% by the employee.

• Home office assistance.

• Day off during the birthday month.

• Extended paternity and maternity leave.

• Total Pass: Well-being platform with access to gyms, sports, pilates, martial arts, nutrition, etc.

• Mastercard Surpreenda program.

• Emotional care platforms: Psicologia Viva, ZenClub, Vittude.

• Professional Development Program (as per policy).