Help Desk Analyst – IT

REDE IDEIA | Autoridade Certificadora

full-time

Posted on: 1/13/2026

Location Type: Hybrid

Location: Porto Alegre • Brazil

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💰 R$1,880 per month

About the role

Provide first-level technical support to users of products and services (such as Ideia Chat, Ideia Signer and Ideia MEI) via phone, chat, email and the ticketing platform.
Log, classify and track customer requests in the ticketing platform from opening through resolution.
Assist with training and onboarding of new users and clients, explaining features and best practices for using our tools.
Identify patterns of recurring issues and pain points that impact the user experience.
Create and update help materials, such as FAQs, tutorials, knowledge base articles and troubleshooting guides.
Monitor customers’ product usage, gather feedback and proactively identify situations that may generate questions or problems.

Proven experience in Technical Support or Customer Service within technology environments.
Strong interpersonal, verbal and written communication skills, with the ability to translate technical terms into accessible language and interact clearly, concisely and empathetically with customers.
Ability to work collaboratively across teams (Product, Development, Sales) to resolve complex issues and support continuous improvement.
Proactivity, autonomy and strong problem-solving skills to find solutions and anticipate customer needs.
Basic knowledge of customer support and ticket management tools (e.g., Zendesk, Freshdesk, Jira Service Management or similar).
Availability to work in a hybrid model.

Benefits

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

technical supportcustomer serviceticket management

interpersonal skillsverbal communicationwritten communicationproblem-solvingproactivityautonomy