Global Service Desk Analyst

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

📋 Description

• Provide both functional and technical assistance for Infios Supply Chain Software products.

• Assist customers via phone calls and ticketing systems.

• Collect information to diagnose software-related problems.

• Accurately document pertinent information in the ticketing system.

• Evaluate and categorize support cases, directing them to the appropriate internal teams.

• Maintain clear communication with customers and internal teams.

• Achieve established SLAs for initial response and resolution times.

• Work in collaboration with internal teams, external partners, and third-party vendors.

• Escalate tickets and manage critical incidents based on their severity.

• Address issues using established runbooks, policies, and procedures.

• Develop and maintain documentation that supports Tier 1 services.

• Handle customer interactions with active listening, empathy, and emotional intelligence.

• Meet or surpass customer satisfaction targets.

⛳️ Requirements

• Exceptional customer service abilities and effective multitasking skills.

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

• Ability to prioritize tasks and manage workload independently.

• Quick learner of relevant processes and applications.

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

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

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

• Proficiency in English is required.

• Availability from Monday to Friday, 9:00 AM to 6:48 PM BRT.

🏝️ Benefits

• Equal-opportunity employer committed to fostering inclusion in the workplace.

• Reasonable accommodations provided during the recruitment process.

• Opportunities for career development and tools to help you build the future you envision.