Mercafacil

Technical Support Analyst – Junior

Mercafacil

full-time

Posted on:

Location Type: Remote

Location: Brazil

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Job Level

Junior

Tech Stack

NoSQLSQL

About the role

  • Provide efficient support to users, handling tickets and requests related to system failures.
  • Resolve basic hardware and software issues, such as installing applications, configuring devices, and diagnosing common errors.
  • Identify when an issue requires escalation to a higher support level and follow established procedures and protocols for escalation and resolution, ensuring service continuity and proper system functioning.
  • Handle first-level helpdesk tickets via chat, WhatsApp, and email.
  • Perform remote access sessions with clients when necessary.
  • Analyze tickets and apply the necessary actions until they are resolved and closed.
  • Monitor compliance with SLAs.
  • Install and configure software (e.g., VPN, Friday).
  • Read documentation and search knowledge bases effectively.
  • Provide support in an on-call/shift model.

Requirements

  • Experience in customer support.
  • Basic knowledge of APIs.
  • Basic knowledge of NoSQL and SQL databases.
  • Basic skills in log debugging/troubleshooting.
  • Experience in technology/software customer support (preferred).
  • Currently pursuing a technical course or a degree in IT (preferred).
  • Training in customer service / customer experience (preferred).
  • Public speaking or related training (preferred).
  • Agility.
  • Proactivity.
  • Collaboration.
  • Curiosity.
  • Self-development.
  • Commitment to excellence.
  • Valuing inclusion.
  • Strong sense of prioritization.
  • Resilience.
  • Problem-solving focus.
Benefits
  • Medical insurance (Sulamérica or Central Nacional Unimed, depending on predominant region) for you and your dependents with no monthly fee, with co-payments based on usage.
  • Dental plan (Odontoprev) for you and your dependents with no monthly fee, with co-payments based on usage.
  • Dasa telemedicine with various online care options, no referral required and no co-payments.
  • "Meu Doutor" family doctor service available to employees and dependents enrolled in the medical plan.
  • Pregnancy program (employee or dependent), supporting a safer and smoother experience during pregnancy, childbirth, and postpartum.
  • Influenza (flu) vaccine for you and your dependents at no cost.
  • Prevenar 13 vaccine to help protect against 13 types and subtypes of pneumococcal bacteria.
  • Life insurance.
  • Gympass.
  • Extended maternity and paternity leave.
  • Flexible benefits through the Caju card | meal (VR) and food (VA) vouchers.
  • Birthday day off to celebrate your birthday.
  • Day off for moving house.
  • Extended wedding/honeymoon leave to enjoy your honeymoon calmly.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
APIsNoSQLSQLlog debuggingtroubleshootingsoftware installationsoftware configurationremote access supportticket analysisSLA compliance
Soft skills
customer supportagilityproactivitycollaborationcuriosityself-developmentcommitment to excellenceinclusionprioritizationresilience
Certifications
customer service trainingcustomer experience trainingpublic speaking training