Senior Support Analyst focusing on process management at MAG. Engaging in process improvement and implementation with diverse teams.
About the role
- Provide first-level support for the company's administrative and operational systems via chat, email, and phone. Analyzing problems, creating solutions, and ensuring customer satisfaction.
Responsibilities
- Provide excellent first-level support for the company's administrative and operational system modules to external customers via chat, email and phone using the Movidesk platform.
- Analyze, reproduce/simulate and resolve issues reported by customers, with emphasis on identifying root causes.
- Implement workarounds for incidents whenever possible to mitigate the impact on customers.
- Enter clear and concise information in the system to document the support interaction.
- Monitor SLAs and manage follow-ups with customers, partners and internal teams.
- Analyze customer request data to assess urgency and prioritize resolution.
- Build and maintain strong relationships with internal and external customers.
- Proactively monitor for potential issues and propose solutions to the team to reduce bugs and support ticket volume.
Requirements
- Microsoft Office (MS Office).
- Experience supporting integrated management systems (ERP and/or SaaS platforms).
- Experience in customer support and service.
- Clear and collaborative communication skills.
- Knowledge of support and Customer Success methodologies, or related approaches.
- Familiarity with operations and routines in the food industry.
- Knowledge of POS (point-of-sale) integrations.
- Knowledge of payment acquirer systems and integrations.
- Experience with ticketing platforms such as Movidesk or similar.
Benefits
- Birthday "Happy Day" — one day off on your birthday to dedicate to yourself.
- Company social events.
- Emotional check-ins ("emotional thermometer").
- On-site workplace stretching/exercise sessions.
- Emotional Health Program.
- Health insurance plan.
- Dental insurance plan.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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