Technical Support Analyst – Junior

Mercafacil

Analista de Suporte Técnico JR prestando atendimento de primeiro nível aos usuários da plataforma de dados para varejo da Mercafacil. Diagnosticando falhas, configurando softwares e acompanhando tickets e SLAs remotamente.

Posted 8/17/2026full-timeRemote • 🇧🇷 BrazilJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates proficiency in providing first-level Help Desk support, resolving hardware and software issues, and ensuring compliance with SLAs. Possesses foundational knowledge in APIs, NoSQL, SQL databases, and log debugging, complemented by strong customer service skills.

Highest-signal resume keywords

Customer Support ExperienceBasic Knowledge of APIsBasic Knowledge of NoSQL DatabasesBasic Knowledge of SQL DatabasesProblem Resolution Focus

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Software InstallationDevice ConfigurationLog DebuggingTicket AnalysisRemote Access SupportVPN InstallationCompliance MonitoringEscalation ProceduresSystem Failure DiagnosisKnowledge Base Consultation

Soft Skills

AgilityCollaborationCuriosityResiliencePrioritization

Tools & Technologies

Help Desk SoftwareChat SupportWhatsAppEmail Support

Certifications & Qualifications

Course in Customer ServicePublic Speaking Course

Industry Keywords

First-Level SupportSLA ComplianceCustomer ExperienceTechnical Support

Tech Stack

Tools & technologies

NoSQLSQL

About the role

Key responsibilities & impact

Provide efficient user support by handling tickets and requests related to system failures
Resolve basic hardware and software issues, including software installation, device configuration, and diagnosis of common errors
Identify issues that require higher-level intervention
Follow escalation and resolution procedures and protocols
Provide first-level Help Desk support via chat, WhatsApp, and email
Perform remote access sessions with clients when necessary
Analyze tickets and apply the necessary actions through to resolution
Monitor compliance with SLAs
Install and configure software such as VPN and Friday
Consult documentation and knowledge bases
Operate under a shift / on-call model

Requirements

What you’ll need

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

Benefits

Comp & perks

Medical insurance (SulAmérica or Central Nacional Unimed, depending on predominant region) for you and your dependents with no monthly fee; co-payment applies based on usage
Dental coverage (Odontoprev) for you and your dependents with no monthly fee; co-payment applies based on usage
'Meu Doutor' — family doctor service available to employees and dependents enrolled in the medical plan
Program for expectant mothers
Free flu vaccination for you and your dependents
Prevenar 13 vaccination
Life insurance
Gympass
Extended maternity and paternity leave
Flexible benefits with the Caju card (meal and food vouchers)
Birthday off
Day off for house move
Extended gala leave
No dress code
Performance reviews
Corporate University
Culture of feedback and regular 1:1s