Senior Support Analyst

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

📋 Description

• Deliver operational and technical assistance to field technicians tasked with the installation and configuration of routers for end customers;

• Oversee the follow-up process for technical tickets;

• Offer remote support during installation procedures;

• Update and finalize tickets within the system;

• Track deadlines and the status of service orders;

• Identify and document recurring incidents, and help resolve connectivity challenges;

• Serve as a liaison between the field team, support center, and internal departments, ensuring service excellence and adherence to the company's technical protocols.

⛳️ Requirements

• Proficiency in Microsoft Office (intermediate to advanced skills in Excel, Word, and PowerPoint)

• Ability to analyze and monitor performance indicators (KPIs)

• Completion of basic and advanced computer literacy courses

• Completion of a Basic Computer Networks course; Systems Analysis and Development (ADS) or IT Management is preferred

• Strategic thinking capabilities

• Strong prioritization skills

• Emotional intelligence and maturity

• Resilience in challenging situations

• Excellent communication skills and patience when interacting with technicians

• Organizational skills with the ability to prioritize tickets effectively

• Eagerness to learn and advance in the IT field

• Team-oriented mindset

• Proactive approach to tasks and challenges

🏝️ Benefits

• Transportation voucher or fuel allowance (symbolic R$1.00 payroll deduction)

• Meal allowance (symbolic R$1.00 payroll deduction)

• Health and dental insurance

• Life insurance

• TotalPass

• Educational partnership

• Pet care program (benefit for your pet's care)