Junior Support Analyst

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

📋 Description

• Address inquiries related to the functionality and operations of SoftExpert applications;

• Replicate scenarios presented by clients to determine the underlying causes of issues;

• Collaborate with Development and Technology teams to resolve reported incidents;

• Document all incidents reported by clients accurately;

• Provide Development and Technology teams with insights aimed at the continual enhancement of SoftExpert applications;

• Generate follow-up reports for support tickets;

• Seek support and collaboration from other SoftExpert departments (Development, Technology) for incident resolution when needed;

• Implement patch packages in the client's environment, depending on the type and complexity of the support contract;

• Adhere to response times and other stipulations outlined in support contracts;

• Support the help desk team with technical inquiries regarding computing environments;

• Aid in mapping and validating preventive and corrective protocols for computing environments;

• Utilize investigative and problem-solving techniques;

• Communicate with the client's IT team or their appointed representative;

• Identify and capitalize on opportunities to sell services not included in the support contract.

⛳️ Requirements

• A completed or ongoing university degree in Information Systems, Systems Analysis and Development (ADS), Software Engineering, or related fields is preferred;

• Experience in providing software support;

• Strong problem-solving abilities;

• Exceptional verbal and written communication skills.

• You will be distinguished if you have:

• Intermediate/advanced proficiency in English or Spanish;

• Experience with enterprise management software / ERP.

🏝️ Benefits

• Unimed Health Plan: No monthly fee for the primary member and only 30% co-payment

• Annual profit-sharing (PLR): We recognize and reward your efforts with a special annual PLR

• Meal Voucher or Food Allowance: Enjoy meals without payroll deductions, with a benefit of R$950.00

• Education Assistance: Scholarships for languages, undergraduate, postgraduate or specializations, with monthly reimbursement of up to 70%

• TotalPass: Access to a network of gyms, psychologists and nutritionists across Brazil with an exclusive discount

• Dental Plan: Choose from three comprehensive plan options to care for your smile across Brazil

• Referral Bonus: Refer a friend and receive bonuses in your Flash account

• Free Online Courses: Improve your skills with 100% free courses developed by SoftExpert

• Internal and External Training: We invest in your growth with training programs

• Pharmacy Discount Program

• Life Insurance