Stefanini Brasil

Senior Bilingual Support Analyst – Libras

Stefanini Brasil

full-time

Posted on:

Location Type: Remote

Location: Brazil

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Job Level

Senior

About the role

  • Respond to, log, and track all user requests registered in the ticket management system.
  • Classify, categorize, and prioritize tickets according to the rules and SLAs defined by the client.
  • Inform the user whenever a request is outside the scope of the contracted support.
  • Provide technical support by phone and/or remote access.
  • Assist in resolving inquiries related to IT infrastructure and the correct use of technological resources.
  • Handle incidents related to unauthorized access, viruses, software reinstallation, and system failures.
  • Record and forward tickets involving hardware, software, third-party infrastructure issues, service requests, on-site support needs, and data recovery.
  • Resolve tickets eligible for FCR (First Call Resolution), ensuring greater efficiency in support.
  • Create and escalate Critical Incident tickets, following the defined escalation flows.

Requirements

  • Knowledge of Brazilian Sign Language (Libras).
  • Bachelor's degree in Technology or a related field.
Benefits
  • Meal allowance or meal voucher;
  • Discounts on courses, universities, and language institutions;
  • Stefanini Academy — an online platform with free, up-to-date courses and certificates;
  • Mentoring;
  • Benefits club for medical consultations and exams;
  • Medical assistance/healthcare;
  • Dental assistance/dental care;
  • Benefits and discounts club at top establishments;
  • Travel club;
  • Pet care benefits.
Applicant Tracking System Keywords

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

Hard Skills & Tools
technical supportticket managementincident resolutiondata recoverysoftware reinstallationsystem failure handlingremote access supportFirst Call Resolutionescalation procedures
Soft Skills
communicationproblem-solvingcustomer serviceprioritizationclassificationcategorization
Certifications
Bachelor's degree in Technology