Junior Support Analyst

Description

A **SoftExpert** is the market leader in software solutions for the integrated management of compliance, innovation, and digital transformation of processes. And a large company has big numbers: there are more than 900 employees, more than 3,000 clients, and 3 million users in more than 50 countries around the world! We have completed 30 years, and our dream is to reach all countries on the globe with our solutions. That is why our motto is **\#WeAreExpertsAndGlobal** **The Opportunity** We are looking for a Junior Support Analyst to join our Support team. This position will be responsible for providing service to national and international clients, analyzing demands, identifying the best solution for each scenario, and working together with different areas to ensure a quality service experience and the efficient resolution of tickets. **Responsibilities and attributes** * Provide technical support to clients, ensuring agile, consultative, and quality service. * Analyze and diagnose received demands, identifying the root cause before directing them to other areas. * Register, track, and resolve tickets, keeping the client informed throughout the service process. * Work together with internal teams, such as Product, Cloud, and Consulting, to ensure the resolution of requests. * Provide service to national and international clients in Portuguese and Spanish. * Meet established SLAs and monitor area performance indicators. * Contribute to the updating of the knowledge base and the standardization of support processes. * Continuously seek technical improvement and process evolution, proposing improvements whenever necessary. **Requirements and qualifications** * Completed or ongoing higher education in Information Technology, Information Systems, Computer Science, or related fields. * Previous experience with technical support or customer service in a technology environment. * Fluency in Spanish (mandatory). * Knowledge of Windows operating systems and the Microsoft Office package. * Knowledge of networks, basic communication protocols, and troubleshooting. * Experience with ticket registration and tracking tools. * Knowledge of SQL databases for basic queries will be considered a differential. * Knowledge of Cloud platforms and web applications will be considered a differential. **You will stand out if you have:** * Experience with customer service in technology or software companies. * Experience with ITSM or Service Desk tools. * Knowledge of SQL databases for basic queries. * Knowledge of web applications, APIs, or Cloud platforms. * Experience with ERP, BPM, or business management platforms. * Certifications or courses in Support, ITIL, or Customer Service. * Knowledge of other languages, in addition to Spanish. **Additional information** **What do we offer our \#Experts?** Unimed Health Plan: No monthly fee for the primary holder and only 30% co-participation PLR: We recognize and value your effort with a special annual PLR Meal Voucher or Food Voucher: Enjoy meals without payroll deduction, with a benefit of R$950.00 Education Assistance: Scholarships for languages, undergraduate, postgraduate, or specializations, with monthly reimbursement of up to 70% TotalPass: Access to a network of gyms, psychologists, and nutritionists throughout Brazil with an exclusive discount Dental Plan: Choose from three comprehensive plan options to take care of your smile throughout Brazil Rewarding Referral: Refer a friend and receive bonuses in your Flash Free Online Courses: Enhance your skills with 100% free courses developed by SoftExpert Internal and External Training: We invest in your growth with training programs Pharmacy Agreement Life Insurance We are a market reference as a company of **software solutions for integrated management**, counting with more than 40 components dedicated to administration and business management. Our objective is to provide companies with compliance, innovation, and digital transformation of processes, ensuring a comprehensive and effective approach. And a large company has big numbers: we have 11 business units in different countries, more than 900 employees, more than 3,000 clients, and 3 million users spread across approximately 50 countries around the world. With 3 decades of operation, we dream of reaching all countries on the globe with our solutions, that is why here \#WeAreExpertsAndGlobal! If you like challenges and want to be part of this global journey towards digital transformation, **we want to get to know you!**