Support Analyst, Bilingual
Sigga Technologies
full-time
Posted on:
Location Type: Hybrid
Location: Belo Horizonte • 🇧🇷 Brazil
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Responsible for the first line of support, focusing on ticket triage, classification, prioritization, and the quick resolution of common or documented issues using knowledge base articles and standard procedures.
- Ensure accurate information gathering for escalations to Level 2 when necessary.
- Manage triage for complex, high-impact tickets when required.
- Serve as a point of reference for Level 1 colleagues.
- Mentor Junior Analysts in triage best practices and knowledge base utilization.
- Lead initiatives to improve triage efficiency and first-time resolution rates.
- Proactively identify ticket trends and recommend preventive measures.
- Act as a role model for process adherence and customer focus.
- Demonstrate leadership through mentoring and knowledge sharing.
- Take initiative to optimize triage processes.
- Maintain composure in high-pressure situations and escalations.
Requirements
- Minimum of four years of IT customer service experience
- Ongoing or completed an IT-related degree
- Familiarity with ITIL concepts and the incident lifecycle
- Completed an IT-related degree
- ITIL v3 or v4 Foundation certification
Benefits
- Meal voucher / food allowance
- Health insurance
- Dental plan
- Transportation allowance / parking discount
- Employee Assistance Program (Apoio Pass)
- Pharmacy discount program
- Gympass
- Life insurance
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
ticket triageticket classificationticket prioritizationissue resolutionknowledge base utilizationincident lifecycleITIL concepts
Soft skills
leadershipmentoringcustomer focusprocess adherenceinitiativecomposure under pressure
Certifications
ITIL v3 FoundationITIL v4 Foundation