Analista de Suporte Técnico – Junior

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

📋 Description

• Provide efficient support to users by addressing calls and requests related to system failures.

• Resolve basic hardware and software issues, including program installations, device configurations, and diagnosing common errors.

• Identify problems that require higher-level intervention.

• Adhere to escalation and resolution procedures and protocols.

• Handle first-level Help Desk requests via Chat, WhatsApp, and email.

• Conduct remote access when necessary with the client.

• Analyze tickets and manage the resolution process until completion.

• Monitor SLA compliance.

• Install and configure software such as VPN and Friday.

• Consult documentation and knowledge bases.

• Provide support in a shift-based model.

⛳️ Requirements

• Experience in customer service.

• Basic knowledge of APIs.

• Basic understanding of NoSQL and SQL databases.

• Basic knowledge of log debugging.

• Experience in customer service within technology/software is an advantage.

• Currently pursuing a technical or higher education course in IT is a plus.

• Customer service/Customer experience training is a bonus.

• Public speaking or related training is an advantage.

• Agility.

• Boldness.

• Collaboration.

• Curiosity.

• Self-development.

• Pursuit of excellence.

• Appreciation for inclusion.

• Sense of prioritization.

• Resilience.

• Focus on problem-solving.

🏝️ Benefits

• Sulamérica or Central Nacional Unimed medical assistance based on your predominant region for you and your dependents without monthly fees, with co-payment on usage.

• Odontoprev dental assistance for you and your dependents without monthly fees, with co-payment on usage.

• Meu Doutor, with a family doctor available for consultations for active employees and their dependents on the medical plan.

• Pregnancy Program.

• Free flu vaccination for you and your dependents.

• Prevenar 13 vaccination.

• Life insurance.

• Gympass.

• Extended maternity and paternity leave.

• Flexible benefits with the Caju card | VR/VA.

• Birthday-off.

• Day-off for moving house.

• Extended gala leave.

• No Dress Code.

• Performance Review.

• Corporate University.

• Feedback culture and frequent 1:1 meetings.