Junior Support Analyst N2/N3, PL/SQL Support, APEX

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

📋 Description

• Address and resolve end-user Support and Production Support tickets, ensuring production operations are reinstated as swiftly as possible while fulfilling end-user requirements.

• The main objective is to deliver personalized service centered on empathy and the efficient resolution of incidents and requests within designated timeframes.

• Manage support tickets by clarifying end-user inquiries and resolving incidents and service requests.

• Restore production operations through temporary solutions, adhering to the service level agreements (SLAs).

• Keep users updated throughout the ticket lifecycle, from initiation to resolution.

• Actively improve the services offered by utilizing a comprehensive understanding of the client’s business.

• Prioritize and escalate critical situations, recognizing business impact and ensuring resolution on the first intervention by the support team.

• Enhance user satisfaction by fostering a partnership-based, empathetic relationship regarding the reported issue.

• Prevent ticket reopenings by ensuring incidents and requests are resolved effectively.

• Collaborate with the support team by sharing knowledge and contributing to collective learning.

• Implement and refine algorithms and automation processes using AI techniques to enhance workflow, decrease delivery time, and boost operational efficiency.

• Develop and maintain systems that support continuous delivery and the effective integration of new technologies, in line with the /Flow strategy.

⛳️ Requirements

• Proficient technical knowledge of PL/SQL

• Proficient technical knowledge of Java

• Proficient technical knowledge of Oracle APEX

🏝️ Benefits

• Health and dental insurance

• Meal and grocery allowance

• Childcare assistance

• Extended parental leave

• Partnerships with gyms and health and wellness professionals via Wellhub (Gympass) / TotalPass

• Profit-sharing (PLR)

• Life insurance

• Continuous learning platform (CI&T University)

• Discount club

• Free online platform dedicated to promoting physical and mental health and wellbeing

• Pregnancy and Responsible Parenting course

• Partnerships with online course platforms

• Language learning platform

• And many more.