Remote Support Analyst I

Description

Are you drawn to working with a bold purpose in an innovative environment? Then take a look at this opportunity from Saque! In this role, your primary challenge will be to act as the responsible party for terminal maintenance by handling service requests, identifying and resolving issues, monitoring and tracking terminals, and properly recording all activities in the appropriate control systems. Interested? Then check out the responsibilities for this position **Responsibilities and duties** * **Analysis and diagnosis:** Identify the root cause of the issue, resolve it remotely, and dispatch field technicians for physical resolution. * **Tracking and updates:** Monitor ticket status and maintain detailed records in the Salesforce system. * **Closure and feedback:** Confirm resolution with the requester, close the ticket, and accurately record the root cause and applied solution. * **Support for technicians:** Provide remote assistance to technicians for diagnostics, status updates, and guidance on required procedures. * **Interaction with vendors:** Coordinate external services, issue service orders, and track execution of assigned tasks. * **Recording interactions:** Update tickets in Salesforce with information gathered from interactions conducted via IVR. **Requirements and qualifications** * Completed technical course or ongoing undergraduate degree in Information Systems, Computer Science, Networking, or related fields; * Experience in remote customer support; * **Availability for shift work;** **** **Preferred qualifications:** * Familiarity with ticketing tools (Qualitor / Salesforce preferred); * Test logic and programming; * Knowledge of Trauma Zero and Zabbix. **Additional information** People with disabilities are warmly welcome! We seek individuals who embody Saque’s spirit, regardless of ethnicity, religion, gender, disability, sexual orientation, or age. Saque was born from restlessness and the desire to transform how people interact with financial solutions—reaching diverse audiences, living in the present, yet always paving the way for our future. We are much more than ATMs! With an international presence, we create intelligent solutions for everyday needs, striving for increasingly simplified and innovative solutions.