Junior Support Analyst

Description

**JOIN A TEAM DRIVEN BY PROGRESS!** At Grupo Fácil, progress is the driving force that inspires us to grow continuously, innovate in our processes, and exceed expectations every day. With a trajectory marked by solidity and responsibility, we have built our story while maintaining our purpose of generating real value for our customers—always with committed people, collaboration, and a focus on results. **Your role on the team** Provide technical support to users of our ERP system, performing analysis, logging, and resolution of service tickets, always ensuring agile and high-quality assistance. You will be responsible for tracking incidents to full resolution, conducting tests and validations of fixes, supporting system updates, documenting procedures, and contributing to the continuous improvement of customer experience—organizing requests with a focus on meeting SLAs and operational efficiency. **Responsibilities and duties** * Provide Level 1 technical support to ERP system users; * Assist customers via various communication channels; * Perform system updates in both pre-production and production environments; * Participate in training and capacity-building sessions; * Manage your own time, appropriately prioritizing tasks; * Track and respond to support tickets until complete problem resolution; * Maintain detailed documentation of support procedures and applied solutions; * Log, track, and resolve incidents in accordance with established SLAs; * Conduct tests to simulate issues and validate system corrections. **Requirements and qualifications** * Currently pursuing or having completed a bachelor’s degree in Technology or related fields; * Experience in customer service; * Experience in technical support for systems; * Experience with support tools; * Experience handling data, especially in Excel and report generation. **Desired qualifications** * Knowledge of financial institution processes; * Basic understanding of databases and SQL query language; * Knowledge of requirements analysis; * Knowledge of system documentation; * Knowledge of credit products, such as payroll-deductible loans, personal loans, assignment of credit rights, overdraft facilities, revolving credit, working capital, financing, etc.; * Knowledge of banking services, such as checking accounts, bill and invoice payments, bank collections, automatic debit, cash withdrawals, and debit cards; * Knowledge of ERP systems. **Additional information** Beyond joining a collaborative and continuously evolving team, you’ll enjoy a comprehensive benefits package designed to support your health, well-being, and professional development: * Medical and dental assistance; * Meal allowance via iFood Multibenefícios card; * Profit and Results Sharing (PLR), based on achievement of the company’s annual goals; * Partnership with Wellz, a platform focused on mental health and well-being; * Partnership with Wellhub, providing access to gyms and wellness activities; * Life insurance; * Partnerships and discounts with educational and language institutions; * Corporate University, offering professional development learning paths; * Access to Alura platform, subject to availability; * Pharmacy benefit (Belo Horizonte and metropolitan region); * Transportation allowance. All our job openings are inclusive. Here, diverse individuals collectively build the evolution of Grupo Fácil.