Stefanini Brasil

Trilingual Support Analyst, Junior

Stefanini Brasil

full-time

Posted on:

Location Type: Remote

Location: Brazil

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Junior

About the role

  • Handle and log all user requests in the ticket management system;
  • Categorize and prioritize tickets according to client-defined rules;
  • Inform users when a request is outside the contracted scope;
  • Resolve tickets via telephone and/or remote control;
  • Clarify questions related to IT infrastructure and its use;
  • Handle incidents involving unauthorized access, viruses, and software reinstallation;
  • Log and forward tickets related to hardware, software, infrastructure issues, service requests, on-site support, and data recovery;
  • Resolve tickets eligible for FCR (First Call Resolution);
  • Create and escalate Critical Incident tickets according to established procedures.

Requirements

  • Bachelor's degree or technical diploma in Information Technology or related fields;
  • Advanced/Fluent Spanish;
  • Advanced/Fluent English;
  • Advanced/Fluent Portuguese;
  • Experience with remote technical support and ticketing tools;
  • Knowledge of: operating systems; basic IT infrastructure; information security (viruses, unauthorized access);
  • End-user support.
Benefits
  • Meal allowance or meal voucher;
  • Discounts on courses, universities, and language schools;
  • Stefanini Academy — platform with free, up-to-date online courses with certificates;
  • Mentoring;
  • Benefits club for medical consultations and exams;
  • Health insurance;
  • Dental insurance;
  • Benefits club with discounts at top establishments;
  • Travel club;
  • Pet care partnership (pet benefits).
Applicant Tracking System Keywords

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

Hard Skills & Tools
ticket management systemremote technical supportoperating systemsIT infrastructureinformation securitydata recoveryend-user supportsoftware reinstallationFirst Call Resolutionincident management
Soft Skills
communicationproblem-solvingcustomer serviceprioritizationclarificationescalationorganizationcollaborationadaptabilityattention to detail
Certifications
Bachelor's degree in Information Technologytechnical diploma in Information Technology