Analista MDA SR, Português Avançado

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

📋 Description

• Respond to support requests via ServiceNow, phone, and Teams chat, primarily in Portuguese.

• Record, classify, and manage incidents and requests.

• Diagnose and remotely resolve Level 1 incidents.

• Provide technical support to end-users and escalate cases as needed.

• Document solutions and follow up on tickets until they are resolved.

• Adhere to security procedures and service quality indicators.

⛳️ Requirements

• Advanced Portuguese, with the ability to engage in fluent phone conversations.

• Experience providing support or assistance to users in Brazil, using Portuguese in a professional setting.

• Minimum of 2 years of experience in help desk or Level 1 technical support for end-users, preferably in corporate environments.

• Experience in phone and chat support, demonstrating good communication and user orientation.

• Knowledge of Windows, Microsoft 365, Teams, access and credential management, VPN, and MFA.

• Experience providing support for laptops, peripherals, printers, and mobile devices.

• Proficient in ticketing tools and remote assistance.

• Experience with ServiceNow.

• ITIL v4 Foundation certification.

• Experience in regional services for various countries in Latin America.

• Background in insurance, finance, or regulated environments.

• Familiarity with softphones and call center telephone systems.

• Knowledge of mobile device management and Excel.

• Basic understanding of English.

• University degree.

🏝️ Benefits

• Excellent benefits.

• Opportunities for growth.

• Supported professional development.

• Inclusive and diverse environment.