BTE Support Technician assembling, testing, and packaging hearing instruments in Kitchener. Contributing to a dynamic work atmosphere with comprehensive benefits and career development opportunities.
About the role
- Join Neogrid as a Junior Support Analyst to assist clients with tech and data solutions. Engage in client support through various channels, contributing to operational effectiveness.
Responsibilities
- Serve customers via chat and email, answering questions and investigating tickets;
- Record interactions and solutions in the ticketing system, keeping the history up to date;
- Conduct video calls with customers to collect information about incidents;
- Perform basic investigations using simple database queries and support report preparation (SQL);
- Monitor and verify client integrations (jobs, queues, APIs, webhooks), escalating when necessary;
- Support maintenance requests for critical systems by performing initial incident analysis and opening tickets with technology teams;
- Reproduce reported issues to gather evidence and follow up with the team responsible for fixes;
- Escalate incidents according to severity and impact, following the area's defined workflows;
- Contribute suggestions and feedback to improve processes and products;
- Learn and apply business rules and area tools, assisting in identifying failures and critical points;
- Contribute to updating the internal knowledge base;
- Adhere to SLAs and support playbooks, prioritizing according to impact/urgency;
- Maintain compliance with LGPD when handling customer data.
Requirements
- Basic knowledge of Operating Systems (Linux and Windows);
- Basic knowledge of SQL (simple queries – SELECT, filters, JOINs);
- Basic English language skills (technical reading);
- Basic knowledge of Microsoft Office (Word, Excel, PowerPoint);
- Familiarity with customer support and ticketing tools (e.g., Movidesk, Jira, Zendesk, ServiceNow, etc.);
- Good verbal and written communication;
- Collaborative and investigative mindset;
- Sense of urgency, ability to assess criticality, and focus on solutions;
- Ability to learn continuously;
- Familiarity with monitoring and log tools (e.g., Grafana, Kibana, CloudWatch).
Benefits
- Flexible working hours!
- Health insurance
- Dental plan
- Life insurance (extendable to legal dependents)
- Medication allowance, also extendable to children
- Transport allowance or parking assistance
- Flexible meal/food allowance on an iFood card
- Wellhub (formerly Gympass)
- In your birthday month, you get a day off of your choice
- NeoBaby, parental program for new mothers and fathers
- UNICO SKILL, an educational solution for external training
- Childcare assistance and extended parental leave: 6 months for mothers and 30 days for fathers
- Corporate University (YOU)
- IDP (Individual Development Plan)
- Employee Referral Program!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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