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Co-creating Solutions for a Better Future
Junior Support Analyst
Location
Brazil
Posted
51 days ago
Salary
0
Seniority
Junior
Job Description
Junior Support Analyst
Stefanini Brasil
• 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.
Job 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
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