Support Analyst – Junior

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

📋 Description

• Deliver technical assistance to clients, ensuring timely, consultative, and high-quality service.

• Evaluate and troubleshoot inquiries, pinpointing the root cause before directing them to other teams.

• Record, monitor, and resolve support tickets, keeping clients updated throughout the entire process.

• Collaborate effectively with internal Product, Cloud, and Consulting teams.

• Assist both domestic and international clients in Portuguese and English.

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

• Aid in the enhancement of the knowledge base and the standardization of support processes.

• Engage in technical development and process improvement initiatives by suggesting enhancements.

⛳️ Requirements

• Bachelor’s degree completed or currently pursuing in Information Technology, Information Systems, Computer Science, or related disciplines.

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

• Basic conversational skills in English.

• Familiarity with Windows operating systems and Microsoft Office.

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

• Experience with ticket logging and tracking systems.

• Background in providing customer support at technology or software organizations.

• Familiarity with ITSM or Service Desk tools.

• Knowledge of SQL databases for basic query usage.

• Understanding of web applications, APIs, or Cloud platforms.

• Experience with ERP systems, BPM, or business management solutions.

• Certifications or coursework in Support, ITIL, or Customer Service.

🏝️ Benefits

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

• Annual profit-sharing bonus.

• Meal or Food Voucher: R$950.00 benefit.

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

• TotalPass: Access to a nationwide network of gyms, psychologists, and nutritionists throughout Brazil.

• Dental Plan with three plan options.

• Employee Referral Program with bonuses.

• Free Online Courses.

• Internal and External Training.

• Pharmacy Benefit.

• Life Insurance.

• Pet Benefit.