Service Desk Analyst

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

📋 Description

• Deliver functional and technical assistance for Körber Supply Chain software solutions.

• Offer extensive support via phone and ticketing systems.

• Collect preliminary information to comprehend and troubleshoot software-related challenges.

• Precisely document pertinent details in the ticketing system.

• Evaluate and prioritize support cases, directing them to the appropriate internal teams.

• Maintain clear and effective communication with customers and internal teams.

• Adhere to established SLAs for initial response and resolution of support cases.

• Work collaboratively with internal teams, external partners, and third-party vendors.

• Escalate tickets to the relevant teams or support levels as needed.

• Manage critical responses and escalate cases based on severity.

• Resolve issues utilizing defined runbooks, policies, and procedures.

• Develop documentation to enhance the Tier 1 service offering.

• Employ active listening, empathy, and emotional intelligence during customer interactions.

• Achieve or surpass required customer service satisfaction metrics.

⛳️ Requirements

• Exceptional customer service skills with the ability to handle multiple tasks.

• Strong analytical, troubleshooting, and problem-solving abilities.

• Capability to prioritize tasks and manage time effectively.

• Quick learner with the ability to expand knowledge in relevant processes and applications.

• Excellent listening, verbal, and written communication skills, complemented by strong interpersonal abilities.

• A solid sense of teamwork, integrity, and a positive attitude.

• 0–1 year of experience in technical customer support.

• Proficiency in English.

• Preferred: experience or industry knowledge in supply chain software, including warehouse management or order/inventory management solutions.

• Preferred: familiarity with database SQL/Oracle queries and stored procedures.

• Preferred: experience with operating systems and RF hardware.

• Preferred: knowledge of BarTender labeling software.

• Preferred: expertise in Honeywell voice software.

• Preferred: previous experience with ServiceNow or another industry-standard ticketing system.

🏝️ Benefits

• Tools and opportunities to create the future you envision.

• An equal-opportunity and inclusive workplace.

• Reasonable accommodations during the recruitment process for individuals with disabilities.