Software Support Analyst

Description

Job Summary: Technical Support Analyst responsible for identifying, analyzing, and resolving support tickets, collaborating with teams and proposing process improvements. Key Highlights: 1. We foster a light-hearted, dynamic, and collaborative environment 2. Autonomy to innovate and create 3. 100% remote work **We are specialists in developing sales software for the wholesale and distribution sectors.** With a portfolio of over 10 solutions, we impact companies across Brazil through solutions focused on sales, team management, artificial intelligence, e-commerce, digital payments, and route optimization. Since 2014, we have grown with a clear vision: leveraging technology to transform people's lives. What differentiates us is not only what we do, but how we do it. **"Our ION Way of Being"** defines who we are: we cultivate a light-hearted, dynamic, and collaborative environment where innovation occurs authentically. One of the key secrets to our success lies in our team of IONizers—talented individuals who believe in technology’s impact and grow alongside us every day. Are you passionate about technology and innovation? Then join us to build this story! You can find more information about us via the links below! * Corporate Website: https://www.ionsistemas.com.br/ * Instagram: https://bit.ly/InstagramION * LinkedIn: https://bit.ly/linkedinION * YouTube: https://bit.ly/youtubeION * Facebook: https://bit.ly/facebookion **Why become an IONizer?** At ION Sistemas, we are IONizers—partners in a digital transformation and success journey. Our commitment goes beyond delivering solutions; we aim to impact results and processes through innovation and efficiency. Being an IONizer means being part of a motivated team with autonomy to innovate and create within a collaborative and passionate environment. Driven by enthusiasm and continuous learning, we strive to deliver outstanding customer service and empower businesses. Join us to build the future with creativity and impact! **Your daily responsibilities will include:** * Providing initial technical support, identifying and analyzing support tickets. * Leveraging the knowledge base to direct solutions or escalate tickets to the appropriate teams. * Classifying and prioritizing support tickets according to established criteria, ensuring timely resolution. * Monitoring ticket status to guarantee agile and effective resolution. * Maintaining clear and proactive communication with customers, keeping them updated on request progress. * Collaborating with internal technical teams to resolve more complex issues. * Proposing process improvements in support operations to enhance team operational efficiency. **Requirements:** * Currently pursuing or having completed a bachelor’s degree in IT or related field. * Experience in technical support and customer service. * Knowledge of ticket management and support systems. * Strong communication and interpersonal skills. * Ability to solve problems quickly and effectively. * Proactivity and organizational skills for managing multiple tasks. * Preferred experience with knowledge base tools and agile methodologies. **What we offer to help you excel in your role:** * 100% remote work; * Flexible working hours (40 hours per week); * Birthday day-off with a special iFood benefit! * Meal or food allowance (applicable even during vacation); * 100% company-covered health and dental insurance; * Remote work allowance: R$100.00/month; * Home office setup allowance (to enhance your home workspace); * Reimbursement for English, technology, and related courses; * Araújo pharmacy network; * Gympass; * MetLife life insurance; * Psychological support; * Extended maternity and paternity leave.