Backoffice Analyst

Description

Job Summary: Professional responsible for handling, triaging, and tracking maintenance tickets, ensuring resolution and communication with users. Key Highlights: 1. Proactive and solution-oriented attitude 2. Organization and attention to detail 3. Ability to work independently and as part of a team **Responsibilities and Duties** * Handle maintenance tickets via system, phone, or e\-mail * Perform initial triage and diagnosis of technical issues * Register, classify, and prioritize tickets according to SLA * Engage field technicians or vendors based on incident type * Monitor ticket resolution until final closure * Maintain constant communication with users and assigned technicians * Update ticket status and ensure adherence to deadlines * Support the preparation of service reports and performance indicators **Requirements and Qualifications** * Completed high school education * Intermediate knowledge of Excel, including formulas, pivot tables, and charts * Excellent written and verbal communication skills * Ability to work independently while effectively collaborating in a team environment * Proactive and solution-oriented attitude * Organization and attention to detail **Preferred Qualifications** * Experience coordinating and managing external technicians * Knowledge of SLA, contracts, and service levels * Experience with 24x7 support operations **Benefits** * Meal Allowance: R$ 20.00 per working day (symbolic payroll deduction of R$ 1.00) * Transportation Benefit or Fuel Allowance (symbolic payroll deduction of R$ 1.00) * Birthday Bonus * TotalPass * Life Insurance * Unimed Health Insurance after probation period (no monthly fee) * Uniodonto Dental Insurance after probation period * Pet Health Plan * Partnerships with educational institutions and language schools * Career Development Plan **Working Hours:** 9:00 AM to 7:00 PM \- Monday to Friday **Work Model:** On-site Job Type: Permanent CLT Salary: R$2\.438,00 per month Work Location: On-site