Linx

Senior Support Analyst

Linx

full-time

Posted on:

Location Type: Remote

Location: Brazil

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Job Level

Senior

Tech Stack

ERPPostgres

About the role

  • You will be the focal point to ensure technical excellence and the satisfaction of our most strategic customers:
  • Technical Key Account: Act as the primary technical point of contact for Key Account / enterprise customers, understanding their needs and ensuring delivery of customized solutions aligned with their business.
  • Critical Support: Manage and resolve high-complexity incidents, acting as an escalation point for urgent cases.
  • CX Focus: Analyze the customer journey and proactively work to improve metrics such as NPS and CSAT.
  • Executive Communication: Keep stakeholders informed with clarity and transparency, turning crises into opportunities to build trust.
  • Data Analysis: Perform advanced troubleshooting using PostgreSQL for queries and data analysis.
  • Continuous Improvement: Identify and implement permanent solutions (RCA) for recurring issues.

Requirements

  • Solid experience (minimum of 3 years) in Technical Support, Executive Support, or Level 2 support.
  • Bachelor's degree completed or in progress in IT, Information Systems, or a related field.
  • Excellent soft skills: empathy, impeccable verbal and written communication, ability to work under pressure, and capability to manage high-level relationships.
  • Mandatory technical knowledge:
  • Proficiency in Windows environments and basic networking (IP, connectivity, basic printer troubleshooting).
  • Knowledge of ERP systems (experience with retail ERP is a plus).
  • Ability to query and analyze data in PostgreSQL.
  • Advanced Excel skills for reporting and data management.
  • Nice to have: experience with data visualization tools such as Power BI.
Benefits
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Applicant Tracking System Keywords

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Hard Skills & Tools
PostgreSQLWindows environmentsbasic networkingERP systemsdata analysisadvanced Exceldata visualizationtroubleshootingRCAtechnical support
Soft Skills
empathyverbal communicationwritten communicationability to work under pressurerelationship managementexecutive communicationcustomer journey analysisproblem-solvingstakeholder managementtrust building