Support Analyst

Description

Job Summary: The Emiteaí is seeking a Support Analyst to ensure efficient service delivery, resolve medium-complexity technical incidents, and promote customer satisfaction. Key Highlights: 1. Passion for technology and continuous pursuit of improvements. 2. Commitment to excellence and customer satisfaction. 3. Collaboration with internal teams to resolve problems. Emiteaí, an innovative company in the logistics and transportation sector, is looking for a **Support Analyst** to join our technical support team. The professional will be responsible for ensuring efficient service delivery, resolving medium-complexity technical incidents, and promoting satisfaction among our customers. If you are passionate about technology, continuously seek improvements, and are committed to excellence, we want to meet you! **Responsibilities** Manage and resolve medium-complexity incidents related to systems and infrastructure. Provide technical support and guidance to Level I Support Analysts on more challenging issues. Proactively diagnose failures and propose preventive solutions to avoid recurrence. Deliver 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 operational issues. Perform testing and validation of system updates, documenting results. Supervise preventive maintenance of systems and equipment. Generate service 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. Organization and ability to prioritize tasks in dynamic environments. Proactivity and problem-solving focus. Ability to work under pressure and collaboratively. Commitment to customer satisfaction. Prior experience in technical support, preferably handling medium-complexity incidents. Knowledge of infrastructure, systems, and technical support tools. **Preferred Qualifications:** Experience in process documentation and system update documentation. Experience in logistics or transportation companies. **Benefits** Meal allowance via Caju (R$ 750.00); Short Friday (earlier departure on Fridays); Birthday day off; Unimed Vale do Itajaí health plan (no monthly fee and no co-payment); Uniodonto dental plan (no monthly fee and no co-payment); Wellhub (wellness and gym platform); Conexa (telemedicine platform with medical consultations); Partnerships and agreements with various institutions. **Employment Type?** Hiring is under the **CLT regime in a hybrid model** (in-office from Monday to Thursday at our office and remote work on Fridays), with working hours from **2:00 PM to 11:00 PM**, except on Fridays, when hours are from 2:00 PM to 7:00 PM.