Respond to and resolve low-complexity client tickets;
Perform initial triage and technical investigations using internal tools and the knowledge base, ensuring client responses are well-founded, secure, and compliant with applicable laws and contractual processes;
Log service interactions in the designated internal systems with complete, organized information to build a reliable operational history, prevent rework, and support future analysis by the area;
Escalate tickets that exceed the scope of level-1 support to the operation's defined flows (e.g., escalation to L2, L3 or technical teams), ensuring correct routing of cases;
Contribute to updating and improving support materials and lookup systems;
Proactively monitor SLAs and ticket deadlines, taking action to maintain area indicators and ensure an excellent customer experience;
Stay current on processes, applicable legislation, and the company’s product versions, ensuring accuracy and safety in information provided to clients;
Identify and report error patterns, systemic failures, or opportunities for optimization;
Manage your own tasks with discipline, tracking of pending items, and clarity in client communications.

6 months of experience in a support analyst role
Good written and verbal communication skills
Knowledge of operating systems (Windows Server and Linux)
Microsoft Office (Word, Excel, PowerPoint) and Google Workspace (Docs, Sheets, Slides)
Currently pursuing a Bachelor’s degree in Information Technology, Information Systems, Computer Networks, Systems Analysis and Development, or related fields
Experience with CRM systems and/or ticketing tools (e.g., Jira, HubSpot, Salesforce, Zendesk, Freshdesk)
Basic knowledge of information security and best practices (passwords, phishing)
Knowledge of computer networks (concepts such as TCP/IP, DNS, DHCP) and connectivity

Junior Support Analyst

Key skills