The Junior Backoffice Analyst is responsible for ensuring excellence in remote customer support, providing the first interaction and follow-up on tickets quickly and efficiently, thereby guaranteeing continued customer satisfaction. **Responsibilities and duties** ### **Backoffice Activities and Triage:** * Triage incoming tickets, classifying them correctly according to category, impact, and urgency; * Prioritize tickets from Finance and Billing departments * based on business criteria and SLA agreements; * Collaborate with other technical teams to ensure proper handling of incidents and requests; * Monitor the support queue workflow, ensuring analysts are available and tickets are appropriately distributed; * Ensure timely customer follow-up, keeping them informed about ticket progress and estimated resolution time; * Analyze recurring issues and bottlenecks, suggesting improvements to support and registration processes; * Support team management with operational metrics, backlog control, and SLA compliance; * Validate the quality and completeness of information recorded in tickets before closure; * Proactively prevent delays in critical or business-impacting support activities; * Register, update, and track tickets in the management system, ensuring full traceability of actions; * Escalate complex incidents to higher-level technical teams when required. **Requirements and qualifications** * Proven experience in Service Desk roles; * Availability to work during one of the following shifts: 2:00 PM to 11:00 PM, 6:00 AM to 3:00 PM, or 10:00 PM to 6:00 AM, Monday through Friday, plus weekend on-call rotation; * Solid knowledge of operating systems; * Proficiency in ITSM tools; * Clear and concise communication skills, both verbal and written. **Additional information** **Benefits and perks:** ------------------------------ * Breakfast with breads and fruits * Hybrid work model * Salary advance * Health insurance * Dental insurance * Life insurance * Childcare allowance * Meal voucher * Food allowance * Profit-sharing program (PLR) * Transportation voucher * Payroll-deductible loan * Partnerships with English schools, universities, pet care assistance, and other benefits At **Claranet**, innovation is in our DNA. We are a multinational present in 11 countries, with over 4,000 specialists and more than 10,000 clients worldwide. Focusing on **Cloud**, **Cybersecurity**, **Data & AI**, **Modern Workplace**, and **Application Modernization**, we support enterprises throughout their digital transformation journey using cutting-edge technology, high performance, and 24x7 security. In Brazil, we are expanding and seeking talents eager to grow with us. If you enjoy challenges, continuous learning, and want to shape the future of technology, this is where you belong. **Explore our job openings and evolve with Claranet.**
João Silva
Indeed · HR
João Silva
Indeed · HR
