Technical Support Analyst

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

📋 Description

• Act as the primary point of contact and provide specialized frontline support for customer inquiries.

• Oversee the entire support process, from ticket registration and classification to resolution.

• Ensure adherence to Service Level Agreements (SLAs) and Service Level Objectives (SLOs).

• Investigate, analyze, and resolve incidents and inquiries using departmental tools to assess workflows and identify root causes.

• Evaluate whether an issue relates to a business rule error, a question about system usage, or a basic integration failure.

• Escalate more complex tickets to higher support tiers when necessary.

• Maintain proactive communication with customers about the status of their requests.

• Conduct validations between production (PRD) and staging/acceptance (HML) environments.

• Perform analyses and investigations utilizing SQL.

• Ensure clear and proactive communication with customers throughout the entire ticket lifecycle.

• Uphold a high standard of technical writing and proper use of Portuguese in ticket documentation.

⛳️ Requirements

• Education: Currently pursuing or completed a degree in Information Technology or a related field; preferably at least in the fourth semester.

• Intermediate knowledge of SQL, Postman, JSON, and basic BPMN.

• Intermediate proficiency in Excel, including lookup functions, basic formulas, and spreadsheet organization.

• Ability to swiftly learn support tools such as Zendesk.

• Exceptional written and verbal communication skills, emphasizing empathy, clarity, and concise language.

• Quick learner.

• Commitment to ongoing learning.

• Empathy for the customer’s perspective and reasoning.

• Dedication to providing the best possible customer experience.

• Collaborative mindset, with the ability to both offer and seek assistance.

• Strong communication skills for interacting across different departments.

• Proactive and organized approach.

• Alignment with values of honesty and ethics, excellence and care in delivery, recognition, respect, and courtesy.

• Willingness to travel.

• Must reside in Belo Horizonte, the capital or metropolitan area, or São Paulo, the capital or metropolitan area.

• Previous experience in customer service, technical support, help desk, or customer relations is an advantage.

• Advanced SQL knowledge is a plus.

• Basic understanding of administrative or social security law, or of court-awarded payment orders and related procedures, is a plus.

🏝️ Benefits

• Health insurance.

• Life insurance.

• Discount partnerships with pharmacies, nutritionists, and psychologists.

• Wellness app (Clude).

• Total Pass.

• Workplace exercise program.

• Meal allowance.

• Caju card, including a special gift for the birthday month.

• Education assistance.

• Book allowance.

• Continuous professional development.

• Innovation Program.

• Dual-monitor setup.

• FreeDay.

• Momento Off.

• Time off for your graduation ceremony.

• Gift for employees' new children.

• Return-from-paternity-leave gift.

• Supportive and collaborative work environment.

• Eco-friendly welcome kit.

• Sustainable culture.

• Virtual social events.

• Ongoing campaigns.