Technical Support Analyst – Junior

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

📋 Description

• Deliver effective user support by managing tickets and requests related to system malfunctions.

• Address fundamental hardware and software challenges, including application installations, device configurations, and troubleshooting common errors.

• Recognize when an issue necessitates escalation to a higher support tier and adhere to established procedures and protocols for escalation and resolution, ensuring service continuity and optimal system functionality.

• Manage first-level help desk tickets via chat, WhatsApp, and email.

• Conduct remote access sessions as needed with customers.

• Review tickets and take appropriate actions until resolution is achieved.

• Monitor and ensure adherence to Service Level Agreements (SLAs).

• Install and configure software applications (e.g., VPN, Friday).

• Consult documentation and explore knowledge bases for information.

• Provide support in an on-call or shift-based model.

⛳️ Requirements

• Proven experience in customer service.

• Basic understanding of APIs.

• Fundamental knowledge of NoSQL and SQL databases.

• Basic skills in log debugging and analysis.

• Experience in providing customer support for technology or software.

• Currently pursuing a technical course or degree in Information Technology.

• Completion of a course in customer service or customer experience.

• Training in public speaking or a related field.

• Demonstrated agility.

• Proactive attitude and willingness to take initiative.

• Strong collaboration skills.

• Curiosity and eagerness to learn.

• Commitment to self-development.

• Pursuit of excellence in work.

• Dedication to promoting inclusion.

• Effective prioritization abilities.

• Resilience under pressure.

• Strong focus on problem-solving.

🏝️ Benefits

• Medical insurance through Sulamérica or Central Nacional Unimed, depending on your predominant region, for you and your dependents at no monthly premium, with co-pay based on usage.

• Dental coverage through Odontoprev for you and your dependents at no monthly premium, with co-pay based on usage.

• Access to Dasa telemedicine with multiple online consultation options, no referral needed and no co-payment.

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

• Pregnancy program (for employee or dependent) to support a safer and smoother experience during pregnancy, delivery, and postpartum.

• Complimentary flu vaccine for you and your dependents.

• Prevenar 13 vaccine to provide protection against 13 types and subtypes of pneumococcal bacteria.

• Life insurance coverage.

• Access to Gympass.

• Extended maternity and paternity leave.

• Flexible benefits via the Caju card (meal and food allowances).

• A day off to celebrate your birthday.

• A day off for moving to a new home.

• Extended leave for weddings or honeymoons to enjoy your time together.