Application Support Analyst - Brazil (Contract)

First Help Financial, LLC; Piracicaba; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading financial services company is seeking an Application Support Analyst to provide front-line technical support to internal teams and dealers. The role involves resolving support tickets and assisting with software issues, ensuring effective resolution while maintaining a healthy work-life balance in a culturally inclusive environment. Candidates should be fluent in English and Portuguese, with strong SQL and technical skills.

Serviços

Competitive salaries

Healthy work-life balance

Opportunities for career growth

Qualificações

• 2+ years of experience supporting SaaS/PaaS applications.
• Ability to read and understand code.
• Knowledge of scripting/programming (JavaScript, Java, Python).

Responsabilidades

• Serve as the initial contact for Loan Originations support tickets.
• Provide prompt and effective support for inquiries related to loan origination processes.
• Document product defects and feature requests, maintaining clear records.

Conhecimentos

Technical support abilities

Strong SQL skills

Fluent in English

Fluent in Portuguese

Troubleshooting browsers

Ferramentas

Salesforce

JIRA

Descrição da oferta de emprego

First Help Financial (FHF) is a fast-growing and culturally diverse company in the U.S. We provide auto loans to the underserved and care for our customers and partners with exceptional service. Through flexible financing options and tri-lingual support, we offer consumers an easier way to finance their first car. We lend to and support a portfolio that has consistently grown 30%+ each year over the last nine years.

Here you will find hard-working colleagues from over 20 countries. We uphold high standards of professionalism while enjoying our work. Our culture and benefits are designed to support your success in life and comfort at work.

Your Title: Application Support Analyst

Your Hours: Monday - Friday, 9am - 6pm GMT-3

Your Location: Hybrid/Brazil HQ address - Nações Unidas 12901 - São Paulo - SP (required to go to the office two days a week)

You Report To: Engineering Manager

Must be able to speak English AND Portuguese fluently

About the Opportunity:

First Help Financial, voted and certified as a “Great Place to Work” for five consecutive years, is expanding its Engineering department to support our growth. An Application Support Analyst provides front-line technical support to our internal teams and dealers. Your main responsibility is to respond to support tickets and assist remotely with technical or procedural issues faced by internal teams or dealers, ensuring successful resolution.

Learn more about our Engineering team

What You Will Do:

Your duties include, but are not limited to:

• Serve as the initial contact for Loan Originations support tickets from internal teams and dealers.
• Provide prompt and effective support for inquiries related to loan origination processes.
• Support through various channels such as phone, web meetings, remote access, and email to troubleshoot and resolve software issues and escalations.
• Provide technical or operational training and guidance to internal teams and dealers to improve their understanding of software products.
• Reproduce reported issues to ensure understanding and coordinate with Development, QA, and other teams for effective solutions.
• Recommend and implement workaround solutions using your knowledge of the products.
• Manage expectations and aim for resolutions within SLAs.
• Document product defects and feature requests, maintaining clear records of actions and resolutions.
• Participate in an on-call schedule to provide support during off-hours, weekends, and holidays.
• Maintain documentation, instructions, settings, and contribute to the knowledge base.

Qualifications:

• Ability to read and understand code.
• At least 2 years of experience supporting SaaS/PaaS web-hosted applications.
• Knowledge of scripting/programming and debugging, proficient in JavaScript, Java, or Python.
• Strong SQL skills.
• Experience with case management/CRM software like Salesforce or JIRA.
• Proficiency in troubleshooting browsers using Developer Tools.
• Ability to quickly learn new software features and become a Subject Matter Expert.
• Preferred experience with Loan Origination Platforms and Dealer-facing applications.
• Excellent communication skills and technical support abilities.
• Strong listening and diagnostic skills.
• Ability to work under pressure and multitask.
• Willingness to work flexible hours, including early starts and off-hours.

Perks and Culture:

• Competitive salaries, social activities, monthly lunches, and recognition programs.
• Healthy work-life balance and opportunities for career growth.
• Inclusive culture respecting all identities and providing accommodations for those with special needs.