Support Analyst providing first - level assistance to business areas using Jira. Engaging with critical systems that account for significant revenue in a hybrid role in São Paulo.
About the role
- Support Analyst managing client and internal user queries. Delivering solutions and ensuring exceptional service quality in a hybrid work environment.
Responsibilities
- Join our team as a Support Analyst, where you’ll handle client and internal user queries, deliver accurate solutions, and ensure exceptional service quality every step of the way.
- Provide efficient JIRA support, ensuring timely resolution of client and internal user requests.
- Perform analysis for client queries regularly and ensure their satisfaction.
- Investigate, diagnose, and find remedies for technical issues and requests reported by clients through email.
- Provide clients with relevant references for their inquiries within agreed-upon service level agreements (SLAs).
- Identify, evaluate, and ensure that client tickets are resolved efficiently and effectively.
- Effectively monitor and communicate backlog status to superiors for their decision-making process.
- Produce, deliver, analyze, and evaluate weekly client reports.
- Complete all non-development tasks compiled regularly.
- Ensure products, incident categories, and labels are selected accordingly.
- Conduct weekly follow-ups on pending JIRA tickets with the internal technical team.
- Analyze and evaluate current practices and propose application enhancements.
- Provide expertise and practical assistance in delivering services that comply with established standards.
- Aid UK staff members with further analysis of raised tickets and other ad-hoc tasks.
Requirements
- ● Completed or following a Bachelor's degree in Information Technology,
- Information Systems, or any related field.
- ● Minimum one year of experience in a customer service or support role.
- ● Proficient in cloud technologies and basic database knowledge.
- ● Excellent knowledge in databases such as SQL, JIRA, Zendesk, and Confluence.
- ● Excellent communication skills in English (verbal and written).
- ● Good computer literacy (MS Office / Google Sheets).
- ● Excellent client interaction skills.
- ● Strong problem-solving and analytical skills.
- ● Possess sound knowledge in Audio Recognition.
- ● Ability to learn new technologies quickly and adapt to changing environments.
- ● Strong organizational skills and ability to manage multiple tasks effectively.
- ● Attention to detail and ability to work under minimum supervision.
- ● Ability to work according to the UK calendar.
Benefits
- 💰 Competitive salary package
- 🏠 Hybrid work model with flexibility to support your lifestyle
- 🏥 Comprehensive private health and life insurance coverage
- 💻 The latest tech equipment to support your productivity and creativity
- 🌍 A collaborative, inclusive, and international work environment
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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