Operational Support Analyst I

This is a fully remote position, open to applicants in Brazil, +1 more country.

📋 Description

• Deliver Level 1 operational and system assistance

• Diagnose telephony-related problems

• Conduct system triage and manage incidents

• Escalate and monitor incidents until resolution

• Examine telephony and system-related challenges in a production environment

• Manage multiple operational issues concurrently

• Liaise with both business and technical teams

• Assist in operations, systems troubleshooting, and process enhancement

⛳️ Requirements

• Practical experience in supporting telephony systems within a contact center, call center, or similar operational setting

• Proficiency in Level 1 troubleshooting, incident triage, ticket management, and escalations

• Capability to investigate and resolve telephony and system-related issues in a production environment

• Strong sense of ownership and ability to manage incidents from initial identification to resolution

• Excellent prioritization skills, particularly when handling multiple operational issues at once

• Outstanding communication skills with the ability to collaborate effectively with both business and technical teams

• Proficient in English

• Availability to work 4 weekdays plus Saturday, as indicated in the job requisition

• Experience in supporting contact center operations, telephony platforms, or similar customer-facing technology environments

• Background in collaborating with IT or technical support teams on incident resolution

• Familiarity with testing, release validation, or production support

• Basic SQL knowledge is advantageous

🏝️ Benefits

• Competitive salary along with performance-based bonuses

• Comprehensive benefits package

• Opportunities for career development and training

• Flexible work arrangements (remote and/or office-based)

• A dynamic and inclusive work culture within a globally recognized organization

• Private Health Insurance

• Pension Plan

• Paid Time Off

• Training & Development