RPE

L1 Support Analyst

RPE

full-time

Posted on:

Location Type: Hybrid

Location: João Pessoa • Brasil

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Tech Stack

SQL

About the role

  • Assist users via phone and chat
  • Handle L1 support tickets
  • Receive, log, classify, and prioritize tickets according to SLA
  • Perform initial diagnosis and resolve low- to medium-complexity issues
  • Provide support for systems and applications
  • Guide users on the proper use of RPE systems
  • Escalate tickets to higher levels (N2/N3) when necessary
  • Coordinate with product teams to find solutions
  • Document solutions and maintain the knowledge base

Requirements

  • Good verbal and written communication
  • Knowledge of computer network communication (networking)
  • Knowledge of APIs and SQL/databases
  • Empathy and customer-focused attitude
  • Organizational skills and ability to manage priorities
  • Proactive and eager to learn
  • Teamwork
Applicant Tracking System Keywords

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

Hard Skills & Tools
L1 supportnetworkingAPIsSQLdatabases
Soft Skills
verbal communicationwritten communicationempathycustomer-focused attitudeorganizational skillsability to manage prioritiesproactiveeager to learnteamwork