Senior IT Support Engineer providing high - quality support and managing IT services at Pepperstone. Delivering proactive improvements and championing security best practices in a global environment.
About the role
- Support Analyst assisting users with solutions at Sólides, the only tech company for people management in Brazil. Managing client requests and promoting engagement with the platform.
Responsibilities
- Resolve requests according to users' specific inquiries, analyzing and providing the best solution;
- Resolve pending issues within the deadlines and quality standards established by the area;
- Provide customer support via chat and email;
- Promote user engagement by demonstrating the value of the platform;
- Record support interactions according to the area's guidelines;
- Work together with the CS (Customer Success) team to create customer support strategies;
- Ensure excellence in customer service by following the company's playbooks and processes;
- Assist management with predictive actions related to support, providing constant feedback on the current scenario and seeking improvements;
- Have thorough knowledge of the solutions offered by Sólides and an understanding of HR processes and day-to-day HR activities;
- Support immediate management on matters relevant to the area of operation by presenting and discussing problems and irregularities to inform the definition of procedures and actions to be adopted.
Requirements
- Clear communication
- Experience in customer support
- Proactivity and responsiveness
- Team player
- Knowledge of Zendesk is desirable
Benefits
- Meal allowance / food voucher worth R$45.00 per working day (Sólides Benefits Card)
- Transport voucher or fuel allowance
- Unimed health plan with co-payment, no monthly fee
- OdontoPrev dental plan, fixed monthly fee of R$21.91
- Therapy: partnership with Psicologia Viva - 3 free sessions per month
- Online courses ranging from gastronomy to postgraduate (Qualifica)
- Access to all courses from the Escola de Pessoas
- Home office allowance of R$60.00 (Sólides Benefits Card)
- English course (English Pass)
- Perks (on-site manicure, balanced snack, among others)
- Day off during your birthday month
- TotalPass
- Responsible Credit (Payroll-deductible loan via Sólides Benefits)
- Childcare assistance - for mothers and fathers with children up to 3 years and 11 months
- Assistance for a special dependent (also extended to parents)
- Sólides Patinhas (15% discount on DogLife plans)
- Ânima ecosystem partnership (discount on undergraduate and postgraduate courses at the group's institutions)
- Sólides Postgraduate (70% discount)
- Partnerships with OnHappy, Detronic and SESC
- Super flexible dress code
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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