Senior Support Analyst

Description

Job Summary: Sodep is seeking a Senior Support Analyst with an analytical mindset and strong communication skills to provide technical support to customers and resolve incidents. Key Highlights: 1. First- and second-level technical support to customers 2. Technical incident diagnosis and resolution 3. Collaborative work with Development and Implementation teams ***At Sodep, we believe technology, innovation, and people advance together. We specialize in developing robust, secure solutions aligned with business needs, always focusing on continuous improvement, collaboration, and professional development.*** ***Sodep is seeking an Installation Technician. This full-time position involves performing maintenance and repairs on technology equipment (tablets) and installations, as well as efficiently resolving technical issues. The professional will be responsible for ensuring proper equipment operation and installation functionality.*** We are looking for a **Senior Support Analyst** to provide technical support to customers, ensuring an excellent experience through analysis, diagnosis, and resolution of incidents related to SODEP’s solutions. We seek a professional with an analytical profile, strong communication skills, and a problem-solving focus. **Key Responsibilities** * Provide first- and second-level technical support to customers; * Register, analyze, prioritize, and track service tickets, ensuring SLA compliance; * Diagnose and resolve incidents related to systems, databases, and basic infrastructure; * Guide customers on using company solutions; * Perform tests, validations, and user acceptance testing (UAT) for fixes and new features; * Develop and maintain up-to-date technical documentation and knowledge base; * Collaborate with Development and Implementation teams to resolve complex requests; * Identify process improvement opportunities and propose solutions. **Requirements** * Bachelor’s degree completed or in progress in Information Technology, Information Systems, Computer Science, or related fields; * Prior experience in technical support or corporate system support; * Knowledge of SQL for data queries and analysis; * Familiarity with Windows operating systems and remote access tools; * Strong analytical ability, organizational skills, and communication skills. **Preferred Qualifications** * Experience with systems for mining, telemetry, or monitoring; * Knowledge of APIs, integrations, and computer networks; * Experience with ticket management tools (Service Desk). **Behavioral Competencies** * Customer focus; * Clear and empathetic communication; * Sense of priority and organization; * Proactivity; * Teamwork; * Investigative mindset and problem-solving orientation. Compensation: R$1\.836,01 \- R$2\.300,00 per month Benefits: * Medical insurance * Dental insurance * Company-provided mobile phone * Commercial partnerships and discounts * Profit-sharing program * Life insurance * Meal allowance * Transportation allowance Work Location: On-site