Stefanini Brasil

Junior Bilingual Support Analyst

Stefanini Brasil

full-time

Posted on:

Location Type: Remote

Location: Brazil

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Job Level

Junior

About the role

  • Receive and log all requests from registered users in the ticket management system.
  • Categorize and prioritize tickets according to the client's defined rules.
  • Inform the user when the request falls outside the contracted scope.
  • Resolve tickets via phone and/or remote control.
  • Resolve inquiries related to infrastructure and its use.
  • Resolve incidents involving unauthorized access, viruses, and software reinstallation.
  • Log and forward tickets related to hardware, software, infrastructure issues that are the client's responsibility, 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

  • Completed technical high school education and currently pursuing a degree;
  • Advanced English.
Benefits
  • Meal allowance or meal voucher;
  • Discounts for courses, universities, and language schools;
  • Stefanini Academy — platform with free, up-to-date online courses with certification;
  • Mentoring;
  • Benefits club for medical consultations and exams;
  • Health plan;
  • Dental assistance;
  • Perks and discounts club at leading establishments;
  • Travel club;
  • Pet care benefits.
Applicant Tracking System Keywords

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Certifications
technical high school education