talent's club

N1 Support Analyst – Call Center

talent's club

full-time

Posted on:

Location Type: Hybrid

Location: Alphaville • Brazil

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Tech Stack

IoT

About the role

  • Respond to customer requests via phone, WhatsApp, email, and/or ticket portal.
  • Open and log tickets with complete information (customer, vehicle/equipment, date/time, problem description, evidence).
  • Triage and categorize tickets (incident, request, inquiry, access, installation, equipment offline, alerts, etc.).
  • Execute standardized basic procedures (N1 checklist), such as: validate data and access permissions; collect evidence (screenshots, vehicle/device details, status, last known position); perform simple guided tests (e.g., initial communication/power checks when applicable).
  • Escalate to N2/Operations when the case exceeds N1 scope, ensuring the ticket is transferred with complete and clear information.
  • Monitor ongoing tickets, update status, and follow up with the customer within defined SLAs.
  • Support queue organization and prepare simple reports (volume by reason, pending items, recurrences).

Requirements

  • High school diploma.
  • Background suitable for customer service/telemarketing/first-level support (N1).
  • Strong verbal and written communication skills, professional customer service demeanor, and courtesy.
  • Organized and detail-oriented to record information accurately.
  • Basic computer skills (web systems, email, spreadsheets).
  • Minimum 2 years of experience as an N1 Support Analyst.
  • Experience with ticketing/help desk tools (e.g., Jira Service, Zendesk, Freshdesk, GLPI).
  • Basic knowledge of tracking/fleet management, IoT, GPS, and connectivity (SIM/APN).
  • Experience working with SLA-driven support routines.
Benefits
  • Transportation allowance (VT)
  • Meal allowance
  • Individual health insurance
Applicant Tracking System Keywords

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

Hard Skills & Tools
ticketingcustomer servicefirst-level supportdata validationevidence collectionguided testsSLA managementreport preparationbasic computer skillsdetail orientation
Soft Skills
verbal communicationwritten communicationprofessional demeanorcourtesyorganizationattention to detail
Certifications
high school diploma