Nos encontramo en la búsque de un Agente IT Service Desk , para trabajo remoto y solamente en las zonas de Sao Paulo, Rio de Janeiro y Paraná Londrinas, con experiencia de 2 años en estas labores y con dominio de los Idiomas ESPAÑOL Y PORTUGUÉS. Conocimientos/Habilidades: Buenas habilidades de comunicación escrita (chat support) y comunicación verbal clara para la asistencia telefónica Fuerte razonamiento lógico para resolver problemas y encontrar soluciones Conocimientos avanzados de portugués y español (proporcionará soporte a Latinoamérica en español). Conocimientos básicos a intermedios de TI Responsabilidades: Service Desk Agent Atención de llamadas/solicitudes de soporte de cliente Soporte a usuario final en cuanto a computadoras, sistema operativo y aplicaciones, conexión a red, impresoras y periféricos Gestión y documentación de tickets en sistema Interacción/canalización con vendors y otros niveles de soporte Consulta y actualización de información documentada Soporte telefónico Soporte por sistema de chat Gestión de backlog Asistencia al cliente de primer nivel, proporcionando soluciones inmediatas Asistencia al cliente enrutando tareas a equipos técnicos de nivel 2 y/o 3 Identificación y resolución de problemas Multitarea Análisis de backlog de tickets Otros Requerimientos Experiencia: 1 a 2 años de experiencia en labores de help desk y soporte. Horario de trabajo: 9:00 am a 18 horas ( Lunes a viernes ) Idioma: Español y portugués ( Excluyente). No consideran CVs que no cumplan este requisito. Forma de trabajo: Home Office ( Se busca solamente en Sao Paulo, Rio de Janeiro y Paraná Londrina ) Formación: Educación Universitaria o técnica

Role Description We at MGID are looking for a Compensation & Benefits (C&B) Specialist to support the HR team and other stakeholders with bonus calculations, data analysis, and reward processes. - Bonus Calculations: Calculate variable pay, commissions, and bonuses for different departments accurately and on time (e.g., applying specific metrics and rules for Sales, PubDev, and other teams). - Expense Analytics: Assist in analyzing compensation costs, tracking budget, and monitoring financial metrics related to employee rewards. - Reporting: Prepare and update regular reports, as well as generate ad-hoc (on-demand) reports for HR or management when needed. - Data Maintenance: Enter and update compensation data in HR systems or Excel/Google Sheets, ensuring all employee records are accurate and organized. - Process Support: Support the HR team and help collect data for market salary surveys. Qualifications - Education: Bachelor’s degree in Human Resources, Finance, Economics, Mathematics, or a related field. - Experience: Up to 1 year of experience in HR, Finance, Data Analysis, or Administrative roles. (Basic understanding of Compensation & Benefits processes is a strong plus). - Technical Skills: Strong proficiency in MS Excel or Google Sheets. Comfortable working with large datasets, using VLOOKUPs, Pivot Tables, and logical formulas for data analysis. - Analytical Mindset: Excellent analytical and problem-solving skills, with a focus on working accurately with numbers and financial metrics. - Attention to Detail: High level of accuracy and responsibility, especially when calculating bonuses and working with sensitive payroll information. - Ethics & Confidentiality: Strict understanding of corporate ethics and the ability to maintain absolute confidentiality regarding employee compensation data. - Communication: Good written and spoken communication skills to effectively collaborate with the HR team and answer basic employee questions. Company Description MGID is a global advertising platform helping brands reach unique local audiences at scale. In MGID, we empower brands and publishers to work together transparently through our privacy-first targeting technology to enable advertisers to drive performance and awareness, and publishers to retain and monetize their audiences. Today, we’re creating unique technologies and with your help, we are looking to aim even higher.

• Maintain strong phone presence and ensure reliable squad coverage. • Respond to client inquiries via phone, email, and tickets with professionalism and urgency. • Own issues from intake through resolution, keeping clients updated throughout. • Troubleshoot technical issues and escalate when appropriate. • Document all interactions and solutions clearly in the service desk system. • Meet SLAs and team KPIs while driving consistent service quality. • Act as a resource for processes, procedures, and best practices. • Lead, mentor, and develop team members to reach their full potential. • Conduct monthly 1:1s and manage performance reviews (3-month, 6-month, annual). • Participate in hiring decisions and handle coaching or disciplinary actions when needed. • Manage schedules, time-off requests, and after-hours/on-call rotations. • Encourage knowledge sharing and support training of new team members. • Promote a solution-focused, collaborative team culture. • Monitor service desk trends, ticket patterns, and recurring issues. • Review customer satisfaction metrics and implement improvements. • Identify opportunities to streamline processes and increase efficiency. • Prioritize tasks effectively and manage time across competing demands. • Meet weekly with leadership to review performance and initiatives. • Represent the service desk in company-wide initiatives. • Support projects from planning to execution.

• Lead the intake process by clarifying requirements, gathering context, and translating problem statements into structured technical scopes. • Assess the potential ROI on incoming automation requests to ensure the team focuses on the highest-value opportunities. • Evaluate technical feasibility, system dependencies, and potential risks of proposed automations to support effective prioritization and planning. • Identify risks, edge cases, security concerns, and downstream impacts early and surface them as part of the discovery cycle. • Lead in-depth discovery sessions with stakeholders to understand existing processes, pain points, and constraints, through whiteboarding and shadowing sessions. • Rapidly absorb and model unfamiliar problem spaces, deconstructing ambiguous processes into clear workflow models and candidate automation designs. • Draw on patterns, prior experience, and instinct to propose, iterate, and refine flows in real time, co-creating solutions with stakeholders. • Facilitate conversations that challenge long-standing assumptions, help partners rethink crystallized processes, and build alignment on new ways of working. • Communicate trade-offs clearly and constructively, including when deterministic vs. agentic/AI-driven approaches are appropriate. • Translate requirements and process designs into detailed automation builds across platforms such as Tines, n8n, and API-driven workflows. • Integrate SaaS platforms using REST APIs, webhooks, event-driven triggers, and structured JSON payloads to create robust end-to-end workflows. • Build automations that adhere to security, reliability, observability, and governance standards, including identity and access controls, auditability, and change management expectations. • Iterate rapidly on prototypes, validating logic and refining flows to ensure stability, performance, and alignment with business rules. • Ensure all build artifacts (logic flows, decision models, error handling, and dependency maps) are well-documented and auditable. • Coordinate with Engineering when custom APIs or technical support is required for automation execution. • Collaborate with agentic/AI specialists when a solution calls for MCP-based or LLM-driven components, contributing requirements and integration logic rather than owning agentic framework development. • Perform structured UAT with stakeholders, incorporating feedback and ensuring readiness for deployment through formal change management processes. • Own the full lifecycle of automation deployments, including testing, launch, hypercare, tuning, and steady-state stabilization. • Maintain, optimize, and refactor automations as upstream systems evolve or new business requirements emerge. • Ensure automations are built to be inheritable and understandable, with documentation aligned to standards for long-term maintainability. • Monitor performance and troubleshoot issues, proactively implementing improvements that enhance reliability and reduce operational burden. • Partner with stakeholders across Omada, including P&C, Recruiting, Finance, Care Delivery, Support, Security, Compliance, and Engineering, to understand workflows, challenges, and downstream impacts. • Work closely with EPD (Engineering, Product, and Design) and Security teams on automation-related projects, ensuring alignment on technical dependencies, integration points, API behaviors, risk posture, system load, and system constraints. • Provide technical consultation on automation feasibility, integration complexity, and required process or policy adjustments, including when to favor deterministic workflows vs. agentic approaches. • Contribute to an "automation-as-a-service" model by building solutions that leverage reusable logic, consistent design patterns, and governed connectivity.