Backoffice Analyst

Description

Job Summary: Responsible for handling maintenance requests, performing triage, monitoring support cases until resolution, and assisting in report generation. Key Highlights: 1. Technical issue support and diagnosis 2. Continuous communication with users and technicians 3. Proactivity and problem-solving orientation **Responsibilities and Duties** * Handle maintenance requests via system, phone, or e\-mail * Perform initial triage and technical issue diagnosis * Register, classify, and prioritize requests according to SLA * Engage field technicians or vendors based on incident type * Monitor support cases until final resolution * Maintain continuous communication with users and assigned technicians * Update request statuses and ensure adherence to deadlines * Assist in generating service reports and performance indicators **Requirements and Qualifications** * Completed high school education * Intermediate Excel knowledge, including formulas, pivot tables, and charts * Excellent written and verbal communication skills * Ability to work autonomously while effectively collaborating within a team environment * Proactive attitude with strong problem-solving orientation * Organizational skills and attention to detail **Benefits:** * Meal allowance: R$ 20.00 per working day (symbolic payroll deduction of R$ 1.00) * Transportation allowance or Fuel assistance (symbolic payroll deduction of R$ 1.00) * Birthday bonus (R$ 100.00 on the employee's birthday) * TotalPass * Pet health plan (Guapeco) * Unimed health insurance (20% co-payment) after probation period (03 months) * Uniodonto dental insurance after probation period (03 months) * Partnerships with educational institutions and language schools * Career development plan Work Schedule: 9:00 AM to 7:00 PM, Monday through Friday Work Model: 100% On-site Employment Type: Permanent CLT contract Compensation: R$2\.438,00 per month Work Location: On-site