Support Analyst – Systems (Mid-level)

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

📋 Description

• Assist in identifying and addressing incidents and/or issues in NEXDOM systems.

• Address inquiries regarding system functionality.

• Suggest and engage in discussions about workflow and process enhancements with the team and management.

• Maintain open lines of communication throughout support interactions (chat, email, phone, etc.).

• Reassess ticket severity and classification as needed.

• Document comprehensive solutions and track ticket progress.

• Act on incident evidence to ensure accurate and timely responses.

• Help maintain the research library and knowledge management resources.

• Adhere to and recommend improvements for internal processes and guidelines.

• Share expertise with the team to foster collaborative efforts.

• Provide friendly and empathetic service to guarantee a positive experience.

• Exhibit active listening and concentrate on problem resolution.

• Carry out or develop related tasks as assigned by the supervisor.

• Support and mentor new analysts during their onboarding process.

• Handle the resolution of incidents and requests with increased autonomy.

• Align with best practices for service desk operations.

• Complete tasks with periodic guidance and minimal supervision.

• Stay current with procedures, training, and certifications relevant to the role.

• Triage and diagnose incoming tickets efficiently.

• Record solutions in tickets to aid future searches.

• Manage tickets within SLA or direct them to the appropriate team.

• Respond to requests promptly with a focus on customer satisfaction.

• Develop and sustain a knowledge base, analyzing processes and suggesting improvements.

• Collaborate with resolver teams for joint issue resolution.

• Evaluate and review requests to ensure proper resolution or escalation.

⛳️ Requirements

• Bachelor's degree in Information Systems, Computer Engineering, Information Technology, or a related discipline (completed).

• 2–5 years of experience in technical support and system/customer support.

• Intermediate understanding of databases, networks, and operating systems.

• Familiarity with ticketing or IT service management tools.

🏝️ Benefits

• Health insurance for you and your dependents (no monthly cost).

• Dental plan for you and your dependents (no monthly cost).

• Meal/Food allowance.

• Totalpass.

• Emotional health program for you and your dependents.

• Life insurance.

• Day off during your birthday month.

• Tuition assistance/scholarship.

• Home office allowance.

• Transportation allowance.

• Parking allowance.

• Flexible hybrid or remote work options.