Junior Technical Support Analyst

Description

Main Responsibilities * Respond to and resolve technical tickets, ensuring fast and efficient responses. * Perform initial analyses for problem diagnosis and propose solutions. * Provide customer support via phone, e\-mail, and ticketing systems. * Document and update internal procedures to optimize support delivery. * Conduct tests and validations jointly with customers and technical teams. * Escalate high-complexity tickets to specialized teams when necessary. * Identify recurring patterns in tickets and suggest system improvements. * Provide basic guidance and training to users for better tool utilization. * Maintain clear and empathetic communication, ensuring a positive customer experience. * Focus on continuous improvement of support processes. Technical Knowledge: * Currently pursuing or completed undergraduate degree in **Systems Analysis and Development, Computer Science, Software Engineering, Database Administration, or related fields**. * Prior experience in **technical support** or **IT customer service**. * Basic/intermediate knowledge of **SQL and databases**, including simple queries. * Familiarity with **ERP systems, SaaS platforms, or management software** (desirable). * Experience with **support and ticket management tools** (e.g., Zendesk, Freshdesk, ServiceNow). * Basic knowledge of **programming logic and APIs** (a plus). Skills and Soft Skills: * **Excellent verbal and written communication**, ensuring clarity in customer interactions. * **Analytical mindset**, with ability to investigate and resolve problems. * **Ability to manage multiple tickets simultaneously**, maintaining organization and efficiency. * **Quick learning and adaptability to new technologies.** * **Customer-facing skills**, demonstrating patience and empathy. * **Resilience to work in a dynamic, high-demand environment.** Expected Behaviors * **Teamwork** – Ability to collaborate and share knowledge with the team. * **Logical and analytical reasoning** – Rapid identification of problems and solutions. * **Organization and time management** – Prioritize tasks and meet deadlines. * **Flexibility and adaptability** – Handle changes and new challenges effectively. * **Customer commitment** – Ensure every ticket receives attention and excellence. * **Autonomy and proactivity** – Seek solutions before escalating issues. * **Interest in innovation and technology** – Continuously update knowledge on new tools and practices. Advantages (Not mandatory, but desirable) * Experience with **Level 1 or Level 2 technical support**. * Basic knowledge of **ITIL and/or support methodologies**. * Familiarity with **system integration and process automation**. * Awareness of **customer service metrics (SLA, MTTR, CSAT, NPS)**. **Employment Type:** CLT **Hybrid Work Model:** 4 days onsite, 1 day remote **Working Hours:** 09:00 to 18:00 **Benefits:** * Ticket Flex Meal Voucher; * Transportation Voucher (6% employee contribution); * Health Insurance; * Dental Insurance; * Life Insurance; * Childcare Assistance (for children up to 71 months old); * Partnerships with Educational Institutions; * Flexible Dress Code;