Software Support Analyst

Description

**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 with 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 sets us apart is not only what we do, but how we do it. **“The ION Way”** defines who we are: we cultivate a light-hearted, dynamic, and collaborative environment where innovation happens authentically. One of the great secrets of our success lies in our team of IONizers—talented individuals who believe in the impact of technology and grow alongside us every day. Are you passionate about technology and innovation? Then come build this story with us! 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 joining a motivated team, empowered to innovate and create within a collaborative and passionate environment. Driven by enthusiasm and continuous learning, we strive to deliver the best service and propel businesses forward. Join us to build the future with creativity and impact! **Your day-to-day responsibilities:** * Provide initial technical support, identifying and analyzing support tickets. * Use the knowledge base to guide solutions or escalate tickets to responsible teams. * Classify and prioritize support tickets according to established criteria, ensuring timely resolution. * Monitor ticket status, guaranteeing agile and effective resolution. * Maintain clear and proactive communication with customers, keeping them updated on request progress. * Collaborate with internal technical teams to resolve more complex issues. * Propose improvements to support processes, contributing to the team’s 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 when 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 schedule (40 hours per week); * Birthday day-off with a special iFood benefit! * Meal or food allowance (applicable even during vacation); * Fully company-covered health and dental insurance; * Home office 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.