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Mid-level Support Analyst
ACOM SistemasIT Support Analyst providing excellence in system support to external clients via chat, email, and phone. Analyzing and solving issues with a focus on effective communication and relationship building.
Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- Provide excellent 1st- and 2nd-level support for the company's administrative and operational system modules to external clients via chat, email, and phone using the Movidesk platform;
- Analyze, reproduce/simulate, and resolve issues reported by clients, with a focus on root cause analysis;
- Identify and implement workarounds for operational, financial, and system incidents to mitigate the impact on clients;
- Log clear and concise information in the system to document support interactions;
- Monitor SLAs and manage follow-ups with clients, partners, and internal teams;
- Analyze customer request data to assess urgency and prioritize resolutions;
- Build and maintain strong relationships with internal and external stakeholders;
- Proactively monitor for potential issues and propose solutions to the team to reduce bug incidence and incoming support tickets.
Requirements
What you’ll need- Microsoft Office (MS Office)
- Knowledge of integrated management systems (ERP), preferably focused on retail, food service, or point-of-sale (POS) operations
- Experience providing technical support for systems, including problem analysis and diagnosis
- Familiarity with ticketing/service desk tools (Zendesk, Movidesk, Freshdesk, Blip, or similar)
- Strong communication and interpersonal skills for interaction with customers and internal teams
Benefits
Comp & perks- Salary advance
- Dental insurance
- Childcare assistance
- Medical insurance
- Work-from-home allowance
- Employee discount club
- Pharmacy partnership/discounts
- Workplace exercise program
- Profit-sharing (PLR)
- Life insurance
- Meal voucher
- Education assistance
- Food allowance
- Transportation voucher
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Technical SupportRoot Cause AnalysisProblem AnalysisIssue ResolutionData Analysis
Soft Skills
Strong Communication SkillsInterpersonal SkillsRelationship Building