**Job Description:** Emiteaí, an innovative company in the logistics and transportation sector, is seeking a Support Analyst to join our technical support team. The professional will be responsible for ensuring efficient service delivery by resolving medium-complexity technical incidents and promoting customer satisfaction. If you are passionate about technology, continuously seek improvements, and are committed to excellence, we want to meet you! Schedule: 6:08 PM to 3:00 AM Must reside in Blumenau. The onboarding process will be conducted in person during business hours (8:00 AM to 5:00 PM). **Responsibilities:** * Manage and resolve medium-complexity incidents related to systems and infrastructure. * Provide technical support and guidance to Level 1 Support Analysts on more challenging issues. * Proactively diagnose failures and propose preventive solutions to avoid recurrence. * Provide remote and on-site support for critical cases. * Document developed solutions and update the knowledge base with detailed procedures. * Monitor and ensure compliance with SLAs and service efficiency. * Escalate critical issues to higher-level support or management when necessary. * Collaborate with internal teams to resolve problems impacting operations. * Perform tests and validations on system updates, documenting results. * Supervise preventive maintenance of systems and equipment. * Generate support reports and propose improvements based on identified incidents. * Actively participate in improvement initiatives with the team and leadership. **Requirements:** * Strong communication and active listening skills, focused on delivering clear and efficient customer service. * Proactive, analytical mindset with a strong sense of urgency for handling requests and incidents. * Organizational skills and ability to prioritize tasks in dynamic environments. * Results-oriented and committed to customer satisfaction. * Ability to work autonomously and collaboratively within a team. * Prior experience in technical support or customer service, preferably in medium-complexity contexts. * Knowledge of infrastructure, systems, and technical support tools. * Experience accessing, querying, and manipulating databases, especially SQL. **Preferred Qualifications:** * Experience documenting processes and system updates. * Knowledge of tax regulations. * Experience working in logistics or transportation companies. ### **Employment Type:** CLT ### **Department:** Support
João Silva
Indeed · HR
João Silva
Indeed · HR
