[Fiscal] Junior Support Analyst

Description

Job Summary: The Support Analyst is responsible for installing, configuring, and maintaining products; handling support tickets; resolving incidents; training users; and contributing to the continuous improvement of services and products. Key Highlights: 1. Serve as an instructor for NDD product training sessions 2. Handle support tickets to clarify doubts and resolve incidents 3. Promote and participate in daily stand-up meetings with operational teams ##### **CLT,** **Lages** **On\-site** "Amplify the value of data to drive sustainability for our customers". As a technology platform for management and automation, we specialize in four business verticals. 1️⃣ Fiscal \- Intelligence and compliance for fiscal document governance. 2️⃣ Logistics \- Technology for transport automation and digital transformation. 3️⃣ Devices \- Monitoring and management of corporate smart devices. 4️⃣ Kubo \- Platform for corporate education and organizational knowledge management \- LMS/LXP Our vision is: "Lead the markets we operate in through essential solutions for our customers' success". All this is connected to ESG, because we believe environmental, social, and governance responsibility are fundamental pillars for NDD's success. Our products are present in more than 30 countries and serve approximately 20,000 customers. To make all this happen, we have 580 employees and specialists! ##### **Requirements** **What we seek for this Support Analyst position** Install, configure, and maintain NDD products; Participate in and/or act as an instructor for NDD product training sessions or supporting tools for technical analysis; Handle support tickets to clarify doubts, address requests, or resolve incidents (identify and resolve) according to established workflows; Escalate identified problems/requests from incident analysis to development for correction via Task Creation in the Service Desk tool, assigning them to the respective product owner and/or Environment Administrator; Consult and publish articles in the knowledge base to resolve incidents; Monitor and/or apply bug fixes in customer environments; Participate in meetings with partners and customers, supporting coordination in clarifying handled issues; Prepare technical reports documenting problem resolution for software or customer environments; Execute version migrations for customers and partners, following established workflows; Forward demand requests for feasibility and effort analysis by creating tasks in the Service Desk tool; Collect evidence to open tasks for Senior Analysts and/or Environment Administrators, and for analyzing critical incidents not yet confirmed as BUGs; Support Technical Support Specialists and Support Analysts in general support activities when requested; Monitor the licensing system to prevent customer outages caused by communication failures, following established workflows; Validate versions released by development in test environments to support delivery quality; Analyze forwarded demands and incidents to subsequently open ISSUES or TASKS in TFS or discard them; Track deadlines and escalate priorities for BUG or demand corrections assigned to development and products; Act as a mediator for potential conflicts with customers arising from recurring incidents, SLA breaches, BUGs, and/or demands, aiming to minimize impacts; Promote and participate in daily stand-up meetings with operational teams to share information and attentively listen to points raised by participants for possible assistance; Provide test environments for newly hired staff, including virtualizations and analytical tools; Engage partners/customers in completing satisfaction surveys for support services; **Nice-to-have skills** Windows and Linux operating systems Microsoft Management Console: Computer Management, Services, Event Viewer, and Internet Information Services Networking (Services, Protocols, and Layers) Databases (Oracle, SQL, Informix, or MySQL) Remote server access (Microsoft Remote Desktop, TeamViewer, VNC, etc.) Task and process management tools: Process Explorer, TCP View, Filemon, PSTOOLS ##### **Benefits** What do we offer? Bonus of up to 3.3 monthly salaries; for commercial roles, an OTC commission-based performance model. Career Development Plan: Continuous feedback culture, 360° evaluations, internal recognition programs, and 1:1 leadership meetings to support your growth. NDD With You: Financial education program, psychological counseling, legal advice, and social support—caring for you across all dimensions. Health and Well-being: Unimed health plan, life insurance, flu vaccination support, and initiatives focused on balance and quality of life. Meals and Comfort: Meal allowance; at the office, free coffee and fruits to recharge your energy. ️ SESC Partnership: Access to culture, education, leisure, and tourism. Education and Development: Study grants, language learning incentives, participation in industry events, and support for professional certifications. Transportation: Commuter allowance, dedicated parking, and bicycle storage. Relaxation Space: Thoughtfully designed environment for well-being, including leisure areas, barbecue facilities, and games. Birthday Voucher: A special gift to celebrate your day! Work Schedule: 40-hour workweek with flexible hours, because we believe in balancing personal and professional life. Diversity and Inclusion \#ESG NDD is a naturally diverse company, leveraging all differences to break barriers and foster greater innovation in how we think and act. We actively seek knowledge and are continually introduced to diverse talents possessing capabilities needed within our organization. Our culture fosters a safe environment offering development and growth opportunities for all individuals committed to evolving and improving alongside the company.