WP SUPPORT ANALYST PL

Description

Job Summary: The WP Support Analyst PL is responsible for handling, logging, and resolving support requests, ensuring service quality and compliance with contractual metrics. Key Highlights: 1. Customer support request handling and logging 2. Incident resolution and application support 3. Implementation of sustainable practices and improvement of the SGI **Configurations** ================= **17547 WP SUPPORT ANALYST PL** ================================ SIMPRESS CASTRO, PR, Brazil**Market-competitive salary** CLT On-site LOW COMPLEXITY (SLA \- 40 business days) View other openings About Us Click here to learn more about us: https://simpress.com.br/quem\-somos/ So, are you interested? Join us on this journey and become part of our SIMLOVERS team. Description * Handle and log support requests received from users of clients registered in the management system; * Use the Knowledge Base to resolve support request requirements documented in clients' operational environments; * Classify support requests by category according to client-defined guidelines and log them into the support queue; * Guide users when their requests fall outside the scope of services contracted by the client and provide appropriate instructions; * Provide telephone and/or remote access support following established protocols, ensuring effective and high-quality solutions; * Resolve incidents such as unauthorized access, virus infections, and software reinstallation; * Log and forward requests related to telephony issues, infrastructure problems, service requests, equipment damage, data recovery, and situations requiring on-site intervention; * Perform preliminary analysis of received support requests, resolving those that can be addressed immediately and creating tickets for critical cases requiring escalation; * Provide user support regarding the operation of applications installed and documented in clients' operational environments; * Comply with and maintain metrics defined in client contracts; * Close resolved support requests in the Service Desk, recording the solution in the support request management system; * Perform other similar and/or related tasks as required. * Understand environmental aspects and impacts associated with their activities, implement company-established sustainable practices, and suggest, where possible, ideas aimed at improving SGI performance. * Identify and implement sustainability-related actions arising from their area of activity. Requirements English fluency; Networking knowledge; Applications and mobile devices; Knowledge of support ticketing tools; Software system capabilities and limitations; Modeling tools; Testing tools; Requirements analysis; Microsoft Office Suite. Minimum education: Completed Bachelor's degree Benefits * Birthday Day Off: Enjoy your special day however you like; * Profit Sharing: Our PLR is semi-annual and highly competitive. \#FocusOnResults * Referral Program: You're rewarded $$ when you refer a friend to join us or help bring in new business. Everyone wins! ;) * Health first: Health and dental insurance \+ gym partnerships for you and your dependents; * Sim for All: We have squads focused on various important topics—you can join one to help transform the experience of our simlovers. * Sim Store: Yes, an online store offering new and used devices (smartphones, laptops, tablets...) at payroll-discounted prices; * SIM University: A top-tier, interactive platform with MANY courses for your professional development. Plus, we partner with numerous educational institutions offering great discounts for those seeking growth! * Meal or Food Allowance: You choose which card you prefer to receive your allowance... Notes We believe the success of our business lies in the diversity of our people—our experiences, knowledge, cultures, genders, ethnicities, religions, perspectives, and more. All our job openings are open to EVERYONE. Do you resonate with this theme? Join our #SIMLOVERS / Simpress for ALL team! \=) Apply Now Powered by Privacy \& Terms \| Status \- © 2026 JobConvo