Senior Support Analyst (Remote)

Description

We are looking for a dynamic person with a great sense of teamwork who wants to make a difference. Seeking the root cause of the problem is our motto. Our team is responsible for the maintenance of corporate systems and the management of support processes, with a focus on automating company processes, ensuring the availability and management of these systems, making support increasingly efficient and automated. **Responsibilities and attributes** **Your challenges to make a difference in this team:** * Handle and direct support tickets to the team, from opening to resolution, prioritizing by urgency and identifying the root cause of incidents; * Ensure the forwarding of the root cause and manage with the involved areas, aligning expectations from the entry of the demand into the sprint to communication with the involved areas; * Administer and maintain corporate platforms (SaaS) and the ticketing tool — queues, workflows, automations, fields, permission schemes; * Software license management, control of available/allocated licenses, inventory, association with groups, and support for contract renewals, contributing to cost efficiency; * Implement diagnostic tools and process automation, reducing user wait times and increasing satisfaction; * Apply the ITIL methodology in incident management, optimizing processes and reducing the volume of incidents; * Develop and maintain a knowledge base and train the team, elevating first call resolution; * Create automation and AI agents to automate repetitive tasks and increase team efficiency; * Interface with Engineering, Delivery, IAM teams, and suppliers; * Manage tool versions, signal updates and implementations of new versions; * Manage the inventory of tools; * Perform homologation of newly requested tools; * Validate budgets and costs of SaaS tools and submit to the financial committee; * Create and manage improvement and efficiency indicators for support processes and AI evolutions to present to management; Handle ISO27001\. * All our positions are open to everyone. Here, people are unique, we respect and value differences. **Requirements and qualifications** **Humanz profile we are looking for:** * Previous experience in N1/N2 support for corporate systems (CRM/ERP); * Knowledge in Jira Software maintenance; * Experience in using Customer Service Management Tools; * Experience with ITIL methodology and incident management, with a history of process optimization and reduction of incident volume; * Development of *scripts* for automating repetitive tasks and optimizing processes; * Development and management of a knowledge base for AI use; * Experience in software license contract management, following the contract renewal cycle with suppliers; * Knowledge in Google Workspace tool management; * Google Apps Script and experience with AI agents/advanced automation; * Excellent communication with users of different technical levels, explaining complex problems clearly and conveying confidence and security; * Strong user orientation, understanding needs, offering personalized solutions, and seeking excellence in service; * Intermediate level of English (system documentation, communication with suppliers, among other activities). **Nice to have, but not mandatory:** * Knowledge in financial processes and notions of SaaS FinOps; * Knowledge of ERP \- Protheus and/or SAP; * Knowledge of Salesforce CRM; * Google Workspace Admin / GCP; * Knowledge of Movidesk and/or Zendesk. **Additional information** We are a technology company that develops a complete AI solution, Zenvia Customer Cloud, with the purpose of revolutionizing the customer experience at all stages of the journey, from attraction to after\-sales. If you have ever interacted with a chatbot, been served by a support channel on social media, or made a purchase via WhatsApp, we are behind the solution. We operate in several countries in Latin America, with more than 10,000 clients. **What makes us a great company to work for?** * We are remote and our working hours are flexible. * Zenvia Care is our benefits program for you and your family. * Healthcare: health and dental plan without copayment for the employee and with the possibility of including dependents, life insurance, telemedicine, medical specialties. * Wellness care: day off on birthday, Gympass, plus sports and nutritional coaching and free telepsychology, including for dependents. * Parental care: extended maternity and paternity leave, pregnancy follow-up, and daycare assistance up to 71 months. * Remote Care: policy for those who want to move temporarily, R$1\.500,00 to help with equipment for your home office, monthly home office assistance of R$250,00 with the possibility of allocating R$50,00 to Private Pension, Alelo Tudo in the amount of R$988,00 in Meal/Food Vouchers or flexible benefits, and partnership with Woba for co\-workings throughout Brazil. * Career: internal mobility program, access to a Learning Hub for your development so that you can unleash all your potential and design your career at ZENVIA. * Profit sharing, because you helped build it. * Direct connection with colleagues from other countries and an informal work environment, where colleagues share knowledge, collaborate, and learn together. * Transparency, open dialogue, and safety for each person to be who they want to be are essential for us. **Come be a HUMANZ** For us, people are unique. A HUMANZ understands, respects, and learns from differences and individualities, sets clear goals, enjoys the journey, and delivers results as a single team. We make mistakes, get things right, and learn together. We want professionals who challenge the status quo, get rid of excuses, and make things happen, because we give people space to unlock their true potential to achieve their best performance. At ZENVIA, everyone is respected. Inside the ZENVIA World, you can develop and apply your main capabilities, maintaining your authenticity. All of this with a lot of humor, lightness, empathy, and, above all, respect for others. And we are building a strong team to contribute to our aspiration to be a global leader in communication for customer experience. We want the best talents in our teams, sharing our collaborative environment, where everyone grows and develops together. Come to ZENVIA! ZENVIA. By Humanz for Humans. We want diverse talents in our teams, sharing learnings and evolving together, building a collaborative environment with autonomy and respect. **We are remote and our schedule is flexible. Come be a Humanz!** As humans, we are enchanted by technological innovations, because they allow us to explore our territory in new and unexpected ways. Now, as Humanz (as we call our employees), we believe that human evolution must happen in combination with technological evolution and artificial intelligence to shape a new world of experiences. In the ZENVIA World, we are curious, we breathe innovation, and we want to lead the necessary change, building a place where you can be who you are, free from constraints, with lightness and respect for individual differences and diversities. We enjoy the journey and deliver extraordinary results, as a single team. We believe that people are unique and that each of us has the potential to develop our capabilities and learn continuously. **We make mistakes, get things right, and evolve together.** If you want to be part of this story, **ZENVIA** is your place. Our purpose is to **shape a new world of experiences**, making the experience with our clients' brands more personal, engaging, and fluid through faster, strategic, and efficient interactions.