Mid-Level Support Analyst

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

📋 Description

• Deliver technical assistance to clients, ensuring prompt, consultative, and high-standard service.

• Evaluate and troubleshoot incoming requests, pinpointing the root cause before escalating issues to other teams.

• Record, monitor, and address tickets while keeping customers updated throughout the support journey.

• Collaborate closely with internal teams, including Product, Cloud, and Consulting, to guarantee resolution of requests.

• Provide support to both domestic and international clients in Portuguese and Spanish.

• Adhere to established SLAs and assess the team’s performance metrics.

• Aid in updating the knowledge base and standardizing support procedures.

• Continually enhance technical skills and refine processes, suggesting improvements whenever applicable.

⛳️ Requirements

• Prior experience in technical support or customer service within a technology setting.

• Proficiency in Spanish at an advanced or fluent level.

• Familiarity with Windows operating systems and Microsoft Office suite.

• Understanding of networking, basic communication protocols, and troubleshooting techniques.

• Experience using ticketing and ticket-tracking systems.

• A completed or ongoing bachelor's degree in Information Technology, Information Systems, Computer Science, or a related field is advantageous.

• Background in providing customer service in technology or software firms is a plus.

• Familiarity with ITSM or Service Desk tools is beneficial.

• Knowledge of SQL databases for basic queries is an advantage.

• Understanding of web applications, APIs, or Cloud platforms is a plus.

• Experience with ERP systems, BPM, or enterprise management solutions is beneficial.

• Certifications or courses in Support, ITIL, or Customer Service are a plus.

🏝️ Benefits

• Unimed Health Plan: No monthly premium for the employee and only 30% copayment.

• Special annual profit-sharing bonus.

• Meal or Food Voucher of BRL 950.00, with no payroll deduction.

• Education Assistance: scholarships for language courses, undergraduate and graduate programs, or specializations, with monthly reimbursement of up to 70%.

• TotalPass with access to gyms, psychologists, and nutritionists throughout Brazil, at an exclusive discounted rate.

• Dental Plan with three comprehensive plan options available throughout Brazil.

• Employee Referral Program with bonuses credited to your Flash card.

• Free online courses developed by SoftExpert.

• Internal and external training programs.

• Pharmacy discount program.

• Life insurance.

• Pet discount program.