Technical Support Analyst – Junior

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

📋 Description

• Deliver effective user assistance by managing tickets and requests related to system outages.

• Address fundamental hardware and software concerns, which include software installation, device setup, and troubleshooting common errors.

• Recognize issues that necessitate higher-level support.

• Adhere to escalation and resolution protocols and procedures.

• Offer first-level Help Desk assistance via chat, WhatsApp, and email.

• Conduct remote access sessions with clients as needed.

• Review tickets and implement necessary actions until resolution.

• Ensure compliance with Service Level Agreements (SLAs).

• Install and set up software such as VPN and Friday.

• Refer to documentation and knowledge bases as required.

• Work under a shift/on-call schedule.

⛳️ Requirements

• Experience in customer support roles.

• Fundamental understanding of APIs.

• Basic knowledge of NoSQL and SQL databases.

• Basic skills in log debugging.

• Experience in providing customer support within technology or software fields.

• Currently enrolled in a technical or university degree program in IT.

• Completed a course in customer service or customer experience.

• Public speaking training or equivalent experience.

• Demonstrated agility.

• Boldness and a proactive approach to taking initiative.

• Ability to collaborate effectively.

• A strong sense of curiosity.

• Commitment to self-improvement.

• Pursuit of excellence in all tasks.

• Dedication to inclusion.

• Strong prioritization abilities.

• Resilience in facing challenges.

• Focus on resolving problems efficiently.

🏝️ Benefits

• Medical insurance (SulAmérica or Central Nacional Unimed, based on predominant region) for you and your dependents with no monthly fee; co-payment applies based on usage.

• Dental coverage (Odontoprev) for you and your dependents with no monthly fee; co-payment applies based on usage.

• 'Meu Doutor' — family doctor service available to employees and dependents enrolled in the medical plan.

• Program for expectant mothers.

• Complimentary flu vaccinations for you and your dependents.

• Prevenar 13 vaccination provided.

• Life insurance coverage.

• Access to Gympass.

• Extended maternity and paternity leave.

• Flexible benefits through the Caju card (meal and food vouchers).

• Birthday off as a paid holiday.

• Day off for relocation purposes.

• Extended gala leave available.

• No dress code policy.

• Regular performance reviews.

• Access to a Corporate University.

• A culture that encourages feedback and regular one-on-one meetings.