Job Summary: Handle customer support ticket handling and registration, utilize databases to resolve requests, guide end users, perform preliminary analyses, and ensure compliance with defined metrics. Key Highlights: 1. Customer support ticket handling and registration. 2. Incident resolution and application/system support. 3. Preliminary analysis and escalation of critical tickets. **Configurations** ================= **17547 WP PL SUPPORT ANALYST** ================================ SIMPRESS CASTRO, PR, Brazil**Market-competitive salary** CLT On-site LOW COMPLEXITY (SLA \- 40 business days) View other openings About Us Click here to learn more about us: https://simpress.com.br/quem\-somos/ So, are you interested? Join us on this journey and become part of our SIMLOVERS team. Description * Handle and register support tickets received from users of clients registered in the management system; * Use the Knowledge Database to resolve ticket-related requests documented in clients’ operational environments; * Classify tickets by category according to client-defined guidelines and register them in the support queue; * Guide users when their requests fall outside the scope of services contracted by the client and provide appropriate instructions; * Provide telephone and/or remote support following established protocols, ensuring effective and high-quality solutions; * Resolve incidents such as unauthorized access, virus infections, and software reinstallation; * Record and escalate tickets related to telephony issues, infrastructure problems, service requests, equipment damage, data recovery, and situations requiring on-site intervention; * Perform preliminary analysis of received tickets, resolving those that can be addressed immediately and creating tickets for critical cases requiring escalation; * Provide user support regarding operation of applications installed and documented in clients’ operational environments; * Comply with and maintain metrics stipulated in client contracts; * Close resolved tickets in the Service Desk, recording the solution in the ticket management system; * Perform other similar and/or related tasks as required; * Understand environmental aspects and impacts associated with one’s activities, apply company-established sustainable practices, and suggest improvements to SGI performance where possible; * Identify and implement sustainability actions within one’s area of responsibility. Requirements English fluency; Networking knowledge; Mobile applications and devices; Knowledge of ticket management tools; Software system capabilities and limitations; Modeling tools; Testing tools; Requirements analysis; Microsoft Office suite. Minimum education: Completed Bachelor’s degree. Benefits * Birthday Day Off: celebrate your special day however you like; * Profit Sharing: our PLR is semi-annual and highly competitive. \#FocusOnResults * Referral Program: you’re rewarded $$ when you refer a friend to join us or help bring in new business. Everyone wins! ;) * Health First: health and dental insurance + gym partnerships for you and your dependents; * Sim for All: we have squads focused on various important topics—you can join one to help transform the experience of our SIMLOVERS. * Sim Store: yes, an online store offering new and used devices (smartphones, laptops, tablets…) at discounted payroll prices; * SIM University: a top-tier, interactive learning platform with MANY courses for your professional development—and we partner with numerous educational institutions to offer great discounts for further studies! * Meal or Food Allowance: choose the card you prefer to receive your allowance... Notes We believe the success of our business lies in the diversity of our people—their experiences, knowledge, cultures, genders, ethnicities, religions, perspectives, and more. All our positions are open to EVERYONE. Do you resonate with this value? Join our #SIMLOVERS / Simpress for ALL team! \=) Apply Now Powered by Privacy \& Terms \| Status \- © 2026 JobConvo