Senior Support Analyst

Description

Job Summary: This professional will be responsible for providing customer support in resolving system-related issues, analyzing information, contacting customers, mentoring and training junior staff, and handling and escalating support tickets. Key Highlights: 1. Customer support and system analysis 2. Mentoring and validation of junior operations 3. Handling critical support requests and on-call duties **Working Hours:** Monday to Friday, from 1:00 PM to 10:00 PM. **Neighborhood:** Centro - Blumenau/SC. **Main Responsibilities:** * Provide customer support to resolve system-related issues; * Analyze information using the database; * Contact customers to identify, analyze, and resolve issues; * Supervise junior analysts and validate their operations; * Analyze logs submitted by junior analysts; * Clarify questions raised by junior analysts; * Answer phone calls when requested; * Validate whether ticket classifications are consistent; * Route tickets appropriately; * Handle support requests with the goal of achieving definitive or temporary resolution; * When escalation is required, clearly and objectively describe the problem and outline your prior analyses before escalation (may be performed via internal workflow or in person); * Handle critical support requests as assigned by the Coordinator; * Monitor the call waiting queue; * Monitor average chat response time; * Monitor SLA compliance for ticket resolution; * Validate call queues and routing procedures; * Perform on-call duties for problem analysis and resolution; * Perform other occasional tasks upon request; * Apply security and environmental preservation procedures; * Maintain ethical conduct and professionalism when handling information; * Keep the workplace clean and organized; * Train new employees; * Create and validate knowledge base articles; * Manipulate data via DBMS (intermediate level); * Knowledge of WebServices-based integrations; * Comply with LGPD practices. **Requirements to Apply:** * Experience with ERP support (1 year); * Database knowledge (Oracle/SQL); * Availability for on-site work; * Availability for on-call duties. **Nice-to-Have (Preferred Qualifications):** * Pursuing a degree in Information Technology, Networking, Operating Systems, or related fields; **What the Company Offers:** * Monthly performance bonus * Health insurance (Unimed) * Pharmacy discount program * Transportation allowance * Meal/food allowance (flexible card) (BRL 35.55 per business day) * Totalpass * Daily fresh fruit * Birthday gift * Life insurance * SESC and ACIB partnership benefits * Post-graduation assistance (after confirmation) * English/Spanish language course assistance (after confirmation). Employment Type: Full-time CLT Compensation: Up to BRL 2,500.00 per month Benefits: * Medical assistance * Education assistance * Commercial partnerships and discounts * Life insurance * Meal allowance * Transportation allowance Work Location: On-site