Support Analyst

Description

Job Summary: A professional to provide technical support and customer service, including system implementation, answering questions, resolving incidents, and conducting training sessions. Key Highlights: 1. Focus on customer experience and technical system support. 2. Opportunity to deliver training sessions and collaborate on documentation. 3. Analytical, proactive, and empathetic profile in problem resolution. The role is responsible for ensuring the best possible experience for our customers by providing customer service and technical support, answering questions and resolving incidents, implementing the system, delivering training when required, and collaborating on the creation and updating of system, module, and process documentation. **Responsibilities:** * Implement and configure the system with customers. * Provide customer service and technical support, ensuring agility and quality in customer interactions. * Analyze questions, identify root causes of issues, and lead incident resolution. * Deliver training sessions for customers and internal colleagues on system usage and business processes. * Create, review, and maintain up-to-date documentation, procedures, and service records. * Track customer requests, ensuring proper execution and satisfaction with service delivery. **Requirements (Hard Skills)** * Basic computer literacy. * Experience in customer service. * Fundamental knowledge of databases. **Preferred Qualifications:** * Completed or ongoing undergraduate degree in Business Informatics, Administration, Accounting Sciences, or related fields with an IT focus. * Knowledge of retail business rules. * Intermediate or fluent Spanish. * Knowledge of Artificial Intelligence and prompt engineering will be considered a plus. **Soft Skills We Seek** * Strong verbal and written communication skills. * Ability to work collaboratively in teams and across departments. * Analytical and proactive approach to problem solving. * Quick learning ability and adaptability to new processes and technologies. * Organizational skills, planning capability, and effective time management. * Ethics, commitment, and strong sense of responsibility. * Eagerness to learn, grow professionally, and share knowledge. * Ability to interact with customers empathetically and solution-oriented. **Work Model** * **Hybrid (4 days onsite).** * **Working Hours:** Monday to Friday, business hours. **Compensation and Benefits** * **Market-competitive salary** * **Meal Allowance:** R$ 704.00 * **Mobility Allowance:** R$ 110.00 * Longevity bonus * Health and dental insurance * Life insurance * **Birthday Day Off \+ R$100.00 gift**