Technical Support Analyst – Junior

Role Overview

• Provide efficient support to users by handling tickets and requests related to system failures.
• Resolve basic hardware and software issues, such as installing applications, configuring devices, and diagnosing common errors.
• Identify when an issue requires escalation to a higher support level and follow established procedures and protocols for escalation and resolution to ensure service continuity and proper system operation.
• Handle first-level help desk tickets via chat, WhatsApp, and email.
• Perform remote access when needed with the customer.
• Analyze tickets and take the necessary actions until they are resolved.
• Monitor and ensure compliance with SLAs.
• Install and configure software (e.g., VPN, Friday).
• Read documentation and search knowledge bases.
• Provide support in an on-call/shift model.

Requirements

• Experience in customer service.
• Basic knowledge of APIs.
• Basic knowledge of NoSQL and SQL databases.
• Basic knowledge of log debugging/analysis.
• Experience providing customer support for technology/software.
• Currently enrolled in a technical course or degree in IT.
• Course in customer service/customer experience.
• Public speaking course or similar.
• Agility.
• Proactiveness / willingness to take initiative.
• Collaboration.
• Curiosity.
• Self-development.
• Striving for excellence.
• Commitment to inclusion.
• Prioritization skills.
• Resilience.
• Focus on problem solving.

Tech Stack

• NoSQL
• SQL

Benefits

• Medical insurance with Sulamérica or Central Nacional Unimed depending on the predominant region for you and your dependents at no monthly premium, with co-payment based on usage.
• Dental coverage with Odontoprev for you and your dependents at no monthly premium, with co-payment based on usage.
• Dasa telemedicine with various online consultation options, no referral required and no co-payment.
• "Meu Doutor" family doctor service available to employees and dependents enrolled in the medical plan.
• Pregnancy program (for employee or dependent), supporting a safer and smoother experience during pregnancy, delivery and postpartum.
• Free flu vaccine for you and your dependents.
• Prevenar 13 vaccine to help protect against 13 types and subtypes of pneumococcal bacteria.
• Life insurance.
• Gympass.
• Extended maternity and paternity leave.
• Flexible benefits via the Caju card (meal and food allowances).
• Birthday off so you can celebrate your birthday.
• Day off for moving house.
• Extended wedding/honeymoon leave to enjoy your honeymoon at leisure.