Technical Support Analyst

Description

Job Summary: We are seeking a Technical Support Analyst with systemic vision and passion for technology to provide Level 1 and Level 2 support, focused on the nautical sector, translating technical issues into clear language for customers. Key Highlights: 1. Focus on the nautical sector and continuous learning 2. High-performance team passionate about technology and innovation 3. Focus on customer success and tangible impact on customer experience **About Hub Floripa** We are a **Technology and Innovation Hub**, operating as an ecosystem of companies developing technological solutions for diverse industries. With over 15 years in the market, the group comprises companies impacting multiple sectors: * Easymarine – Management platform for marinas and the nautical ecosystem; * Boxlink – Logistics management platform for medium- and large-scale operations; * BoxCubo – Intelligent cubing solutions integrating hardware and software; * SCC4 (Postal Portal / Shipping Portal) – Operational management systems for franchises and logistics operators; * Devolvi – Reverse logistics solutions. We are experiencing constant growth and building a high-performance team. We seek individuals who share our passion for technology, continuous learning, and customer success. **About the Role** We are looking for a **Technical Support Analyst** with systemic vision, enthusiasm for technology, ability to understand business workflows, and capability to translate technical problems into simple language for customers. Initially, this role will focus on Easymarine, supporting our nautical-sector customers. * ️ On-call shift availability is mandatory (6x1 schedule), including weekends and holidays. Hours worked on Sundays and holidays are compensated with a 100% premium. **Main Responsibilities** * Provide Level 1 and Level 2 support (incidents and service requests); * Track tickets to resolution, ensuring SLA compliance; * Assist in log analysis, database review, and integration troubleshooting; * Document procedures, recurring errors, and solutions; * Support new customer onboarding and training; * Collaborate with Product, Development, and Sales teams; * Monitor support metrics (First Response Time, Resolution Time, CSAT, etc.). **Mandatory Requirements** * Completed or ongoing degree in: Information Systems, Systems Analysis and Development, Computer Science, or related fields; * Minimum 1 year of experience in Technical Support; * Strong written and verbal communication skills; * Aptitude for system logic and understanding of information flows; * Organizational skills and ability to prioritize tasks. **Preferred Qualifications** * Financial and accounting knowledge; * Experience with system implementation; * B2B customer support experience; * Basic SQL knowledge. **Job Details** * Employment Type: CLT (Consolidation of Labor Laws) * Work Mode: On-site – Cacupé \| Florianópolis * Working Hours: 8:00 AM–6:00 PM, with rotating on-call shifts (6x1 schedule) * Salary: R$ 2\.500,00 **Benefits** **?** \- Meal/Voucher Allowance: R$ 55.00 per day (\~R$ 1\.200/month); additional allowance for on-call days * Wellhub * Psicologia Viva: 2 monthly sessions with a psychologist * Conexa Saúde: 2 monthly sessions with a nutritionist * SESC membership * Birthday day off ? **If you love technology, solving problems, and making a real impact on customer experience, this opportunity may be for you!** **Join our ecosystem and grow with us! ?