Junior Technical Support Analyst

Description

Job Summary: A professional to provide efficient support to users by handling service requests, resolving hardware and software issues, and ensuring continuity of services. Key Highlights: 1. 100% remote work 2. Focus on retail innovation and transformation 3. Culture of collaboration, autonomy, and learning **About Us** ------------- Mercafacil was built to make a difference in retail transformation. We are confident we can achieve this by enabling retailers to understand the individuality of each shopper’s purchasing behavior and translating that into sales conversion. We go far beyond systems—we are a people-first company that leverages technology to continuously enhance consumer experience and improve retail operations creatively and functionally, day after day. There is still much to do to improve the retail consumer experience—and you can be part of this journey. Come make history with us! **Our Values** ------------------ * PEOPLE-FIRST \- **We collaborate** * TRANSPARENCY IN EVERYTHING \- **We are honest and consistent with one another** * DRIVEN BY CREATIVITY \- **We innovate through diversity** * INSPIRING INTELLIGENCE \- **We make data-driven decisions** * OBSESSED WITH WOW \- **We are committed to transforming the retail reality** * CREATORS OF POSITIVE EXPERIENCES \- **We focus on customers and love feedback** * ALWAYS BETTER THAN YESTERDAY \- **We learn quickly from our mistakes** **Our Way of Working** ---------------------------- At Mercafacil, we believe in autonomy with responsibility. This implies a relationship of trust with teams, where each person fulfills their role, responsibilities, and contributions toward the challenges and deliverables of their position and function—regardless of location. Currently, we operate under two work models: hybrid and fully remote. **This position is for 100% remote work.** **Our Commitment to Diversity and Inclusion** -------------------------------------------------- At Mercafacil, we believe diversity is the key to innovation and success. We value the unique perspectives each individual brings and are committed to building a workplace where everyone feels valued, respected, and empowered to reach their full potential. Our selection process is designed to be **fair, transparent, and accessible to all candidates**, without distinction based on gender, ethnicity, race, age, sexual orientation, gender identity, religion, nationality, disability, or any other personal characteristic. Important: Our selection process begins at registration! If you’re truly interested in joining our team, invest effort in this step. We review candidates individually and provide feedback—even to those who do not advance in the process. All communication is conducted via email, so please monitor your inbox and whitelist the domain @mercafacil.com to prevent our emails from going to spam. **Responsibilities and Duties** **Role Mission:** **What’s the challenge?** ---------------------------------------- **Provide efficient user support by responding to service calls and requests related to system failures; resolve basic hardware and software issues such as software installation, device configuration, and diagnosis of common errors; identify when an issue requires escalation to a higher support level and follow established procedures and protocols for escalation and resolution—ensuring service continuity and proper system functionality.** ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- **Your Day-to-Day Will Include:** ------------------------ * First-level Help Desk support via Chat, WhatsApp, and e\-mail; * Remote access to client systems when required; * Ticket analysis and appropriate handling until resolution; * SLA compliance monitoring; * Software installation and configuration (e.g., VPN, Friday); * Reading documentation and searching knowledge bases; * On-call shift coverage; **Requirements and Qualifications** **Our perfect match if:** --------------------------------- * Customer service experience; * Basic understanding of APIs; * Basic knowledge of NoSQL and SQL databases; * Basic log debugging skills; **You stand out if you have:** ----------------------------- * Customer service experience in technology/software; * Enrolled in a technical or undergraduate program in IT; * Training or experience in customer service/customer experience; * Public speaking or related training; **To shine in this role, you must demonstrate (Merca’s Core Behaviors):** ------------------------------------------------------------------------------- * Agility * Boldness * Collaboration * Curiosity * Self-development * Pursuit of excellence * Valuing inclusion * Sense of prioritization * Resilience * Problem-solving focus **Additional Information** **What We Offer You:** ---------------------------- Health first! * Sulamérica or Central Nacional Unimed health insurance (region-dependent) for you and your dependents—no monthly fee, with co-payment based on usage; * Odontoprev dental insurance for you and your dependents—no monthly fee, with co-payment based on usage; * Dasa telemedicine with various online consultation options, no referral required, and no co-payment; * Meu Doutor—family physician available for employees and active medical plan dependents; * Pregnancy Program (for employee or dependent), supporting a safer and more comfortable pregnancy, childbirth, and postpartum period; * Flu vaccine for you and your dependents—at no cost; * Prevenar 13 vaccine, which helps protect against 13 types and subtypes of pneumococcal bacteria; * Life insurance; * Gympass; * Extended maternity and paternity leave. We believe every person is unique! * Flexible benefits via Caju card \| VR/VA * Birthday-off to celebrate your special day. * Day-off for moving house * Extended honeymoon leave to enjoy your honeymoon calmly! We respect your way of working! * No dress code. We want your career to soar! * Performance reviews; * Corporate University; * Feedback culture and frequent 1:1 meetings. \#VemserMerca Mercafacil is a 360° solution that automates data generation, analyzes, and influences shopper consumption behavior. Technology directly impacts retail results—but intelligence is essential in this process. Through artificial intelligence and analytics on our platform, Mercafacil maps consumption behaviors, generating data and insights that help our clients sell more and better—both physically and digitally. The transformation we bring to our clients and the impact we generate happen only because of our people. We are highly selective in building our team, because it is these people who propel us to the next level. Our team is diverse, collaborative, tireless, and ready to win any challenge.