Stefanini Brasil

Junior Support Analyst

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

  • Attend to and record all requests from users registered in the ticket management system.
  • Categorize and prioritize tickets according to the rules defined by the client.
  • Inform the user when a request is outside the contracted scope.
  • Resolve tickets by phone and/or remote control.
  • Answer questions related to infrastructure and its use.
  • Resolve incidents of unauthorized access, viruses, and software reinstallation.
  • Record and forward tickets related to hardware, software, infrastructure issues, service requests, tickets requiring on-site support, and data recovery.
  • Resolve tickets eligible for FCR (First Call Resolution).
  • Create Critical Incident tickets for escalation.

Requirements

  • Experience in customer service, technical support, or help desk.
  • Strong verbal and written communication skills, with a focus on clarity and courtesy when interacting with users.
  • Basic knowledge of computer systems and operating systems (Windows).
  • Organized, proactive, and detail-oriented.
  • Ability to follow procedures and use knowledge bases.
  • Comfortable working in a team and learning new tools and technologies.
Benefits
  • Meal allowance or meal voucher
  • Discounts on courses, universities, and language schools
  • Stefanini Academy — platform with free, up-to-date online courses and certificates
  • Mentoring
  • Benefits club for medical consultations and exams
  • Health insurance
  • Dental insurance
  • Discounts and perks at selected 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
ticket management systemFirst Call Resolutioncomputer systemsoperating systemsWindowsremote controldata recoverysoftware reinstallationincident resolutionhardware troubleshooting
Soft Skills
customer servicetechnical supportverbal communicationwritten communicationorganizational skillsproactivedetail-orientedteamworkclaritycourtesy