Junior Technical Support Analyst

Description

**About Us** Mercafacil was created to make a difference in retail transformation. We are certain that we can achieve this by making it possible to understand the individualities of each person in their purchasing behavior and translating that into sales conversion for the retailer. We go far beyond systems; we are a company made by people and for people, using technology as a means to always improve the consumption experience and to creatively and functionally refine retail daily. We still have much to do to improve the retail consumer experience, and you can be part of this story. Come make history with us! **Our Values** STARTING FROM PEOPLE \- **We Collaborate** TRANSPARENCY IN EVERYTHING \- **We are sincere and consistent with one another** DRIVEN BY CREATIVITY \- **We innovate through diversity** INSPIRING INTELLIGENCE \- **We make data-based decisions** OBSESSED WITH THE WOW \- **We are committed to transforming retail reality** CREATORS OF POSITIVE EXPERIENCES \- **We focus on the customer and love feedback** ALWAYS BETTER THAN YESTERDAY \- **We learn quickly from 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, obligations, and contributions to the challenges and deliverables of their position and function, regardless of the work location. Currently, we have two work scenarios: hybrid and 100% remote. **This position is for a 100% remote format.** **Our Commitment to Diversity and Inclusion** At Mercafacil, we believe that diversity is the key to innovation and success. We value the unique perspectives that each individual brings and are committed to building a work environment 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 people**. We do not make distinctions based on gender, ethnicity, race, age, sexual orientation, gender identity, religion, nationality, disability, or any other personal characteristic. Important: Our selection process begins with the application! If you are truly eager to be part of our team, put your best foot forward in this stage of the process. We analyze candidates individually and provide feedback even to those who do not proceed in the process. All communication is done via e\-mail, so please pay attention to our messages and allow the domain @mercafacil.com so that our e\-mails do not end up in spam. **Responsibilities and attributes** **Job Mission:** **What is the challenge?** Provide efficient support to users, handling calls and requests related to system failures. Resolve simple hardware and software issues, such as program installation, device configuration, and diagnosis of common errors. Identify when a problem requires intervention from a higher level and follow established procedures and protocols for escalation and resolution, ensuring service continuity and proper system operation. **Your Day-to-Day will be:** Handling first-level Help desk calls via Chat, WhatsApp, and e\-mail; Performing remote access when needed with the client; Performing ticket analyses and providing the necessary treatment until the ticket is completed; Monitoring SLA compliance; Installation and configuration of software (Ex: VPN, Friday); Reading documentation and knowing how to search in knowledge bases; Working in an on-call model; **Requirements and qualifications** **Our match will be perfect if:** Experience in customer service; Basic knowledge of APIs; Basic knowledge of NoSQL and SQL databases; Basic knowledge of log debugging; **You stand out if you have:** Experience in customer service in technology/software; Currently pursuing a technical or higher education course in IT; Customer service/Customer experience course; Public speaking course or similar; **To shine in this role, you need to have (Merca Core Behaviors):** Agility Boldness Collaboration Curiosity Self-development Pursuit of excellence Valuing inclusion Sense of prioritization Resilience Focus on problem-solving **Additional information** **What we will offer you:** Health first! Sulamérica or Central Nacional Unimed medical assistance, depending on your predominant region, for you and your dependents, with no monthly fee, with copayment on usage; Odontoprev dental assistance for you and your dependents, with no monthly fee, with copayment on usage; Meu Doutor, with a family doctor available for service to active plan medical collaborators and dependents; Pregnancy Program (collaborator or dependent), contributing to a safer and more comfortable experience during pregnancy, childbirth, and post\-partum; Flu vaccine for you and your dependents at no cost; Prevenar 13 vaccine, which helps protect against 13 types and subtypes of pneumococcus bacteria; Life insurance; Gympass; Extended maternity and paternity leave. We believe that every person is unique! Flexible benefits with the Caju card \| VR/VA Birthday\-off for you to celebrate your birthday. Day\-off for moving house Extended gala leave to enjoy your Honeymoon with peace of mind! We respect your way of working! No Dress Code. We want your career to fly! Performance Review; Corporate University; Feedback Culture and frequent 1:1s. \#VemserMerca Mercafacil is a 360° solution that automates data generation, analyzes, and influences shopper consumption behavior. Technology has directly impacted retail results, but intelligence is needed in this process. Through the artificial intelligence and analytics of our platform, Mercafacil maps consumption behaviors, generating data and insights so that our clients sell more and better, both in physical and digital channels. The transformation we bring to our client and the impact we generate only happen because of people. We are very selective in forming the team because it is these people who take us to the next level. Our team is diverse and plays together, is tireless, and is ready to win any game.