Bilingual Support Analyst, Junior

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

📋 Description

• Manage inbound phone communications in both Portuguese and Spanish.

• Oversee the IT support email inbox.

• Generate incidents and service requests using ServiceNow.

• Address incidents and service requests that fall within the eligibility criteria.

• Resolve straightforward issues, including password resets.

• Delegate tickets to other IT support teams as needed.

• Fulfill basic requests that can be completed in a few minutes.

• Forward more intricate requests to the administrator and other IT departments.

• Provide customer-centric support with a focus on service excellence and quality.

⛳️ Requirements

• Proficient in conversational Spanish at an advanced level.

• Familiarity with ITSM tools.

• Ability to deliver an outstanding customer experience via phone.

• Preferred qualifications include experience in service desk operations, ITIL 4, and Active Directory.

• Excellent communication skills and clarity in expressing oneself to build relationships.

• Strong written proficiency in Portuguese.

• Customer-oriented, reliable with attendance, and accountable for managing work hours.

• Strong interpersonal skills to enhance team collaboration and synergy.

• Mature approach to managing crises and new challenges.

🏝️ Benefits

• Employment governed by Brazilian labor law (CLT).

• Opportunity for remote work.

• Meal or food allowance provided.

• Discounts available for courses, universities, and language institutions.

• Access to Stefanini Academy — a platform offering free, current online courses with certifications.

• Mentoring opportunities.

• Benefits club providing discounts on consultations and medical tests.

• Medical insurance included.

• Dental insurance coverage.

• Benefits and discounts at prominent establishments.

• Travel club access.

• Pet benefits program.