Support Analyst

Description

Job Summary: We are seeking an analytical and proactive professional for technical user support, ensuring agility and quality in problem resolution. Key Highlights: 1. Support and problem resolution for platform and internal systems 2. Customer and internal team support, with a focus on guidance 3. Analytical and proactive approach to problem resolution **Job Description:** We seek professionals with an analytical mindset, strong communication skills, and a problem-solving focus to provide technical support to platform users, ensuring responsive service, high-quality support, and uninterrupted operations. Handle technical support tickets (Level 1 and/or Level 2\) via system, phone, and/or chat. Identify, analyze, and resolve issues related to the platform and internal systems. Log, categorize, and track support tickets, ensuring SLA compliance and service quality. Provide support to users (customers and internal teams), guiding them on platform usage. Escalate complex incidents to responsible teams when necessary. Document solutions and contribute to the knowledge base. Report recurring issues, failures, and improvement opportunities to the technology team. **Requirements:** Previous experience in technical support, help desk, service desk, or IT support. Strong verbal and written communication skills. Analytical and proactive approach to problem resolution. Organizational skills to manage multiple concurrent support tickets. Basic computer literacy, familiarity with systems and support tools. Knowledge of ITIL or support processes is a plus. Experience with digital platforms or web-based systems is considered a plus. **Benefits:** * Daycare Assistance: Monthly reimbursement for children aged 0–6 years. * Flash Multibenefits Card: R$ 40.00 per day, usable as VA or VR. Manage everything via the Flash app, featuring numerous partnerships and discounts! * Birthday Day Off: Time off to celebrate your special day! * Special Leave Policies: Extended maternity and paternity leave. * ON HAPPY \- DISCOUNTS ON AIRFARE AND HOTEL BOOKINGS * Health Insurance (Amil): Nationwide coverage for employees and dependents. * Pet Health Insurance (Guapeco): Nationwide coverage across Brazil, with reimbursement accepted at any veterinary clinic. * Dental Insurance (Care Plus): Nationwide coverage at specialized dental clinics. * Life Insurance (Previsul): Protection for you and your family. * Telemedicine (Conexa): Free online consultations with psychologists, general practitioners, and nutritionists directly through the Conexa app via NEOSECTOR. * TotalPass: Access to gyms, studios, and sports activities nationwide. * Transportation Allowance