Technical Support Analyst – Junior

Mercafacil

Technical Support Analyst providing efficient support for system failures at Mercafacil. Troubleshooting hardware and software issues remotely and ensuring service continuity.

Posted 6/16/2026full-timeRemote • 🇧🇷 BrazilJuniorWebsite

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

APIsNoSQL databasesSQL databaseslog debuggingsoftware installationsoftware configurationremote accessticket analysisSLA compliancecustomer support

Soft Skills

customer serviceagilityproactivenesscollaborationcuriosityself-developmentstriving for excellencecommitment to inclusionprioritizationresilience

Tools & Technologies

VPNFridayhelp desk softwarechat supportWhatsAppemail support

Certifications & Qualifications

technical course in ITcustomer service coursepublic speaking course

Industry Keywords

first-level supportsystem failuresescalation proceduresservice continuityon-call support

Tech Stack

Tools & technologies

NoSQLSQL

About the role

Key responsibilities & impact

Provide efficient support to users by 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 to ensure service continuity and proper system operation.
Handle first-level help desk tickets via chat, WhatsApp, and email.
Perform remote access when needed with the customer.
Analyze tickets and take the necessary actions until they are resolved.
Monitor and ensure compliance with SLAs.
Install and configure software (e.g., VPN, Friday).
Read documentation and search knowledge bases.
Provide support in an on-call/shift model.

Requirements

What you’ll need

Experience in customer service.
Basic knowledge of APIs.
Basic knowledge of NoSQL and SQL databases.
Basic knowledge of log debugging/analysis.
Experience providing customer support for technology/software.
Currently enrolled in a technical course or degree in IT.
Course in customer service/customer experience.
Public speaking course or similar.
Agility.
Proactiveness / willingness to take initiative.
Collaboration.
Curiosity.
Self-development.
Striving for excellence.
Commitment to inclusion.
Prioritization skills.
Resilience.
Focus on problem solving.

Benefits

Comp & perks

Medical insurance with Sulamérica or Central Nacional Unimed depending on the predominant region for you and your dependents at no monthly premium, with co-payment based on usage.
Dental coverage with Odontoprev for you and your dependents at no monthly premium, with co-payment based on usage.
Dasa telemedicine with various online consultation options, no referral required and no co-payment.
"Meu Doutor" family doctor service available to employees and dependents enrolled in the medical plan.
Pregnancy program (for employee or dependent), supporting a safer and smoother experience during pregnancy, delivery and postpartum.
Free flu vaccine for you and your dependents.
Prevenar 13 vaccine to help protect against 13 types and subtypes of pneumococcal bacteria.
Life insurance.
Gympass.
Extended maternity and paternity leave.
Flexible benefits via the Caju card (meal and food allowances).
Birthday off so you can celebrate your birthday.
Day off for moving house.
Extended wedding/honeymoon leave to enjoy your honeymoon at leisure.