Mid-level Support Analyst
INFOX Tecnologia da Informação
full-time
Posted on:
Location Type: Hybrid
Location: São Paulo • Brazil
Visit company websiteExplore more
About the role
- Identify and diagnose incidents and/or clarify questions raised through the established client channels;
- Participate in trainings offered by Infox;
- Create FAQs based on frequently reported user questions or issues arising from product use;
- Reproduce issues and open incident tickets for system failures reported by users during product use;
- Share knowledge through trainings, workshops and Q&A sessions for internal teams and/or clients, via in-person or remote meetings and recordings;
- Identify and report opportunities to improve the support service process;
- Identify and report product improvement opportunities within client environments;
- Support the coordinator in client crisis management, ensuring execution of technical actions;
- Prepare technical reports and documentation related to support activities;
- Participate in meetings with other departments to contribute technical expertise.
Requirements
- Degree in Law or Systems Analysis;
- Comprehensive understanding of the operation and stages of the judicial process in Brazil;
- Knowledge of ITIL is desirable;
- Knowledge of SQL databases is desirable;
- Desirable ability to analyze and interpret system logs for problem diagnosis;
- Basic knowledge of operating systems (Windows, macOS, Linux);
- Basic technical English (reading manuals and documentation);
- You will gain extra points if you have:
- Desirable knowledge of legal software (PJe, SAJ, eproc);
- Knowledge of the judicial ecosystem.
Benefits
- Meal or food voucher to support balanced meals.
- Group Bradesco health plan to ensure your and your family's well-being.
- Dental plan to keep you smiling.
- Group life insurance.
- Transportation voucher for commuting to the office.
- Partnership with SESC.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
SQLITILsystem log analysisoperating systemstechnical documentationincident managementproblem diagnosistechnical reportingclient supportproduct improvement
Soft Skills
communicationtrainingproblem-solvingcollaborationcrisis managementknowledge sharinganalytical thinkingorganizational skillsclient interactionworkshop facilitation