Global Service Desk Analyst

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

📋 Description

• Deliver comprehensive functional and technical assistance via phone and ticketing systems.

• Collect initial information to comprehend and troubleshoot software-related challenges.

• Accurately document pertinent details in the ticketing system.

• Evaluate and triage support cases, directing them to the relevant internal teams.

• Maintain clear and effective communication with both customers and internal teams.

• Adhere to established SLAs for the initial response and resolution of support cases.

• Collaborate with internal teams, external partners, and third-party vendors.

• Escalate tickets to the appropriate teams or support levels when necessary.

• Manage critical responses and escalate cases depending on severity.

• Maintain a low rate of unanswered calls.

• Resolve issues utilizing defined runbooks, policies, and procedures.

• Curate documentation to enhance the Tier 1 service footprint.

• Achieve or surpass the required customer service satisfaction score.

• Report directly to the Manager of Tier 1 Support.

⛳️ Requirements

• Exceptional customer service abilities and the capability to manage multiple tasks.

• Strong analytical, troubleshooting, and problem-solving skills.

• Proficiency in prioritizing tasks and self-management.

• Ability to rapidly learn and broaden knowledge in relevant processes and applications.

• Excellent listening, verbal, and written communication skills, complemented by strong interpersonal abilities.

• A robust sense of teamwork, integrity, and a positive attitude.

• 0-1 year of experience in technical customer support.

• Fluency in English is required.

• Preferred experience or industry knowledge in supply chain software such as warehouse management solutions or order/inventory management solutions.

• Familiarity with database (SQL / Oracle) queries and stored procedures is a plus.

• Experience with operating systems and RF hardware is preferred.

• Experience with labeling (Bartender) is advantageous.

• Expertise in voice software from Honeywell is preferred.

• Prior experience with ServiceNow or another industry-standard ticketing system is preferred.

🏝️ Benefits

• Equal-opportunity employer committed to fostering an inclusive workplace.

• Reasonable accommodations for individuals with disabilities during the recruitment process.

• Tools and opportunities to shape the future you envision.

• Opportunities for career growth and development.