Support Assistant | Backoffice

Description

Job Summary: Join the Portobello Shop team to provide system support, bug analysis, and ensure client requirements are met in a dynamic environment focused on design and technology. Key Highlights: 1. Agile and dynamic environment for career development 2. Passionate about retail, design, and technology 3. Focus on excellent deliveries and customer satisfaction Join the **Portobello Shop** team — a globally recognized brand in innovation and design of comprehensive tile solutions. We are Brazil's largest specialized retail network, driven since 1998 by our purpose: transforming spaces and emotionally engaging people. Here, you shape the next step of your career in an **agile and dynamic environment**. If you’re also passionate about retail, design, and technology; motivated by outstanding delivery performance; and guided by customer satisfaction, this is where you belong. Join us in building the future of design at Portobello Shop! **Responsibilities and Duties** * Analyze bugs reported by users to identify solutions and improvement opportunities; * Provide user support via Help Desk tools, emails, chats, and/or phone; * Develop and execute SQL queries; monitor systems and their integrations to implement proactive solutions; * Ensure compliance with client requirements (SLA/service level); * Document systems at all levels; * Provide user support for company systems, including CRM, ERP, APPs, websites, and legacy systems; * Coordinate with squads to conduct root cause analysis of business-impacting issues. **Requirements and Qualifications** * Bachelor’s degree completed or in progress in Computer Science, Information Systems, Systems Analysis and Development, or related STEM fields; * Experience with user communication and support tools; * Knowledge of best practices for IT service management and execution aligned with the ITIL framework; * Excellent verbal and written communication skills for user support; * Courtesy and empathy when handling diverse user situations; * Investigative, analytical, dynamic, communicative, and proactive profile. **You’ll stand out if you:** * Have experience working with agile methodologies; * Have used monitoring software such as Grafana or equivalent; * Possess experience in System Support/Maintenance, ERPs, and/or Salesforce. **Additional Information** **What we offer Portobello Lovers:** * Medical and dental assistance; * Life insurance; * Meal allowance; * Transportation allowance; * Vacation bonus; * Pharmacy allowance; * Assistance for dependents with disabilities; * Wellhub (wellness platform); * Birthday day off; * Discount on Portobello products; * Discount network — partnerships with various institutions; * Profit and Results Sharing Program; * Aprende Shop (online learning platform); * Professional Training and Development Programs. We look forward to your application to become **\#portobellolover** *All our positions are also open to people with disabilities.* We are **Portobello Shop**, the retail brand of Portobello Group. With over 160 stores, we lead innovation and design of comprehensive tile solutions in Brazil. And we don’t stop there: together, we are a global benchmark in the industry. At **Portobello Shop**, we believe design has the power to transform the world. Our journey unfolds across new scenarios, new characters, and constant challenges — yet our purpose remains unchanged: **Live Design, Transform Spaces, and Emotionally Engage People.** We are Brazil’s largest specialized retail network for tile solutions and part of a complete ecosystem that unites innovation, excellence in logistics, and passion for what we do. If you seek a place where agility meets strategy and empathy guides relationships, your place is here. **Why join our Ecosystem?** Working at Portobello Shop means experiencing multiple facets of a solid, continuously expanding business. Our opportunities span the entire ecosystem: * **Our Stores:** Where design comes alive. If you love customer interaction and want to fulfill dreams through expert consulting, our retail positions are for you. * **Operations (Logistics and Officina Portobello):** The engine behind our delivery. Here, we manage everything from precise logistics at our distribution centers to the artisanal and technological finishing at Officina, transforming porcelain into art. * **Backoffice (Head Office):** The intelligence behind the business. This is where the departments and teams that sustain and drive our business operate strategically and integratively to support growth, innovation, and excellence across our ecosystem. ***Our Culture and Values (What Drives Us):*** We seek professionals who align with our pillars: * **Play Fair and Play Together:** Ethics and collaboration form the foundation of everything we do. * **Adaptability and Sense of Urgency:** We respond quickly to change, focusing on what truly matters. * **Empathy:** We listen, understand, and value people to build the best solutions. * **Results-Oriented and Strategic Vision:** We plan for the future without losing sight of excellence in current execution. **Your journey starts here!** If you’re driven by challenges, passionate about innovation, and want to build a career in a dynamic and inspiring environment, explore our open positions below and join our story.