Giro.Tech

Analyst

• Agile, consultative support: Handle and resolve medium- and high-complexity tickets across multiple channels, ensuring fast responses and solutions that demonstrate deep knowledge of the platform and the business.
• Resolution of complex issues: Perform diagnostics to identify root causes of functional problems and business-rule issues, working autonomously to resolve cases efficiently.
• Cross-functional collaboration and effective escalation: Act as the primary link between the client and internal teams (Product, Development and Operations). You will be responsible for ensuring bugs or infrastructure issues are escalated with clarity, urgency and accurate documentation.
• Queue management and optimization: Independently manage the ticket queue, ensuring SLAs are met and proposing improvements to support workflows and processes.
• Knowledge base creation and maintenance: Create and maintain high-quality technical documentation (FAQs, manuals, articles) to support internal training and customer self-service.

Mid-level Customer Support Analyst