Junior Support Analyst
Minha Biblioteca
full-time
Posted on:
Location Type: Hybrid
Location: São Paulo • 🇧🇷 Brazil
Visit company websiteJob Level
Junior
About the role
- Responsible for handling, prioritizing, and resolving technical tickets, ensuring SLA compliance and customer satisfaction. Will work directly with the Sales, CS, Technology, and Innovation teams to ensure effective support and identify opportunities to improve processes;
- Respond to technical tickets according to expected standards, respecting SLAs;
- Prioritize tickets based on severity and urgency;
- Escalate critical tickets to higher support levels;
- Assist the Support and CS teams with ad-hoc requests;
- Provide customer support via phone, email, and chat;
- Identify opportunities to improve processes and tools.
Requirements
- Bachelor's degree completed or in progress in Computer Science, Information Systems, or related fields;
- Knowledge of Windows and the Microsoft Office suite;
- Experience providing technical support for systems and platforms (plus: experience with customer service/CRM tools).
Benefits
- Medical and Dental insurance (coverage extended to dependents);
- Meal allowance;
- Monthly stipend;
- TotalPass;
- Wellhub;
- Day off during the birthday month;
- Access to Minha Biblioteca's collection of over 15,000 books;
- Performance management tools that support career development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supportSLA complianceticket prioritizationprocess improvementcustomer serviceCRM toolsWindowsMicrosoft Office
Soft skills
customer satisfactioncommunicationproblem-solvingcollaboration
Certifications
Bachelor's degree in Computer ScienceBachelor's degree in Information Systems