Service Desk Analyst

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

📋 Description

• Deliver comprehensive assistance via phone and a ticketing system.

• Collect initial details to understand and resolve software-related challenges.

• Accurately record all pertinent information in the ticketing system.

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

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

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

• Collaborate efficiently with internal teams, external partners, and third-party vendors.

• Escalate tickets to the appropriate teams or support levels when necessary.

• Keep a low percentage of escalated cases due to case management or failure to meet SLA.

• Manage critical responses and escalate cases according to severity.

• Ensure a minimal rate of unanswered calls to promptly address customer inquiries.

• Resolve issues following established runbooks, policies, and procedures.

• Develop various types of documentation to enhance the Tier 1 service footprint.

• Apply active listening, empathy, and other emotionally intelligent skills to effectively manage customer interactions.

• Achieve or surpass the required customer service satisfaction score.

⛳️ Requirements

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

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

• Capability to prioritize duties and manage oneself effectively.

• Quick to learn and broaden knowledge in relevant processes and applications as part of daily activities.

• Excellent listening, verbal, and written communication skills along with strong interpersonal abilities.

• Strong sense of teamwork, integrity, and a positive outlook.

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

• Proficiency in English.

🏝️ Benefits

• An inclusive workplace culture.

• Opportunities for professional growth and development.

• An equal opportunity employer.