Bilingual Junior Support Analyst

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

📋 Description

• Manage and record all inquiries from users registered in the ticket management system.

• Classify and prioritize tickets based on the criteria established by the client.

• Notify users when a request exceeds the agreed-upon scope.

• Resolve tickets via phone and/or remote control.

• Address inquiries related to infrastructure and its utilization.

• Handle incidents involving unauthorized access, viruses, and software reinstallation.

• Record and direct tickets concerning hardware, software, infrastructure problems, service requests, on-site assistance, and data recovery.

• Resolve tickets that qualify for FCR (First Call Resolution).

• Generate Critical Incident tickets for escalation.

⛳️ Requirements

• Familiarity with IT support.

• Excellent written and verbal communication skills.

• Proficient conversational English.

🏝️ Benefits

• Meal voucher or food allowance.

• Discounts on courses, universities, and language institutions.

• Stefanini Academy — a platform providing free, current online courses with certificates.

• Mentoring opportunities.

• Benefits club for consultations and medical tests.

• Medical insurance.

• Dental insurance.

• Perks and discounts at prominent establishments.

• Travel club membership.

• Pet care partnership.

• Remote work options.

• 6-on, 1-off work schedule.

• Working hours: 7:00 a.m. to 2:40 p.m.