Technical Support Analyst – Affirmative Action Position for Persons with Disabilities (PwD)

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

📋 Description

• Deliver technical assistance to customers via phone, email, chat, and the support portal.

• Recognize potential issues and adopt a proactive strategy to resolve them.

• Comprehend customer inquiries and needs, evaluate their business implications, and pursue effective solutions.

• Monitor support tickets until resolution, prioritizing them as required.

• Aid internal teams and clients in clarifying inquiries and resolving discrepancies.

• Determine root causes and suggest measures to address possible inconsistencies.

⛳️ Requirements

• Fundamental and/or intermediate understanding of Microsoft operating systems.

• Fundamental and/or intermediate understanding of computer networking and cloud computing.

• A minimum of one year of experience in providing technical support to users and/or systems.

• Basic knowledge of database management systems.

• Preferred: experience in technical roles at alarm monitoring or remote security reception companies.

• Preferred: basic knowledge of alarm systems, video surveillance (CCTV), or access control systems.

• Preferred: familiarity with AI tools.

🏝️ Benefits

• Remote work model.

• Meal/Food allowance.

• Health insurance: 50% covered by the company and 50% by the employee.

• Dental insurance: 50% covered by the company and 50% by the employee.

• Home office allowance.

• Day off during the birthday month.

• Extended paternity and maternity leave.

• TotalPass: Wellness platform offering access to gyms, sports, Pilates, martial arts, nutrition, and more.

• Mastercard Surpreenda program.

• Emotional wellness platforms: Psicologia Viva, ZenClub, and Vittude.

• Professional Development Program (in compliance with company policy).