Service Desk Analyst providing first level customer support in a 24/7 environment handling incidents and service issues. Role involves 4 on 4 off Night Shifts with some opportunity for remote work post - training.
About the role
- Junior Customer Support Analyst providing first contact support for financial technology solutions. Engaging with clients through ticket systems, ensuring resolution and effective communication.
Responsibilities
- Provide first-line support to customers via the ticketing system (internal SOC tool), following defined SLAs and ensuring the quality of recorded information.
- Log, classify, and prioritize tickets, ensuring complete documentation of all details.
- Perform initial diagnosis of incidents and service requests.
- Resolve low-complexity issues within the Tier 1 (N1) scope.
- Escalate tickets to Tier 2/Tier 3 (N2/N3) when necessary, including clear and detailed descriptions.
- Track the progress of tickets, ensuring customer follow-up until resolution.
- Maintain ongoing, courteous communication with internal and external customers.
- Document solutions and procedures, contributing to the knowledge base.
- Ensure prompt, customer-oriented service.
- Collaborate with internal teams for efficient resolution.
- Participate in short meetings (dailies) or operational alignments.
Requirements
- Experience in customer service.
- High school diploma completed or currently in progress.
- The following will be considered a plus:
- Knowledge of SQL and pension/retirement systems.
- Familiarity with ticketing systems (e.g., Jira).
- Basic knowledge of Windows environments, networking, and corporate tools.
Benefits
- Meal allowance or food voucher.
- Flexible Benefit (Flash).
- Health insurance.
- Partners for psychological, legal, financial, and nutritional support (CLUDE, C4LIFE and ASQ).
- Psicologia Viva.
- Dental care.
- Childcare assistance.
- Support for children with special needs.
- Fertility assistance.
- Extended maternity and paternity leave.
- Transportation voucher or Home Office allowance (for telework contracts).
- Gympass (Wellhub) and TotalPass.
- Flexible working hours.
- Life insurance.
- Partner discounts program.
- Partnership with Sesc.
- Just dress — no dress code.
- Day off on your birthday.
- Beca (education incentive program).
- PPR (Profit Sharing) or bonus — based on achieving targets and results.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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