Technical Support Agent diagnosing and troubleshooting end user system access and device issues in a call center environment. Working with customers to resolve technical issues and ensuring customer satisfaction.
About the role
- Support Analyst providing technical assistance and service management in São Paulo. Engaging in incident management and collaborative issue resolution for internal users.
Responsibilities
- Receive, catalog, prioritize and distribute tickets and requests from various channels (email, chat, portal).
- Ensure complete and accurate recording of all interactions according to established SLAs (Service Level Agreements).
- Provide first- and second-level support to content creators and other portal users.
- Clarify questions about features, navigation and use of the platforms.
- Investigate and reproduce reported issues, collecting detailed information for effective analysis.
- Identify and document root causes of recurring incidents, contributing to the reduction of failures.
- Maintain clear, empathetic and proactive communication with users, informing them about ticket progress and resolution.
- Act as a point of contact between users and development and infrastructure teams, ensuring efficient information flow.
- Propose improvements to support processes, portal usability and the knowledge base based on recorded requests and interactions.
Requirements
- Previous experience in technical support or service desk, preferably in corporate environments.
- Knowledge of IT service management systems (ITSM), such as Jira Service Management, ServiceNow or Freshservice.
- Fundamentals and best practices of ITIL v3 or v4, with focus on Incident Management and Service Request Management.
- Familiarity with monitoring and diagnostic tools.
- Ability to create and maintain technical documentation, tutorials and knowledge base articles.
- Good communication and ability to work with multidisciplinary teams.
- Organized, with a sense of priority and a focus on quality service.
- Collaborative, analytical and problem-solving oriented profile.
- Bachelor’s degree in Computer Science, Information Systems, Systems Analysis and Development or related fields.
- ITIL Foundation v3 or v4 (Desired).
- Certifications in ITSM tools (such as Jira Service Management Administrator or ServiceNow Fundamentals).
Benefits
- Health Insurance
- Meal Allowance
- Transportation Allowance (if the role is hybrid or on-site)
- Childcare Assistance
- Life Insurance
- Profit Sharing (PLR)
- Psychological Support
- Employee Referral Program with rewards for successful hires
- Partnerships with educational institutions for: English/Spanish, post-graduate and technical courses
- SESC / SENAC partnerships
- Dental Plan
- GYMPASS
- Veloe
- Discounts on Insurance
- Discount Club and much more
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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