ERP Support Analyst

Jobtailor; Curitiba; Presencial; BRL 27 900 - 44 640; Tempo integral

Resumo da oferta

Jobtailor in Curitiba, Brazil, is seeking a focused Help Desk Support Specialist. You will respond via real-time chat, log and route tickets, and resolve basic issues within the first contact where possible.

You will follow scripts and knowledge base to standardize support, maintain ticket quality, and participate in meeting SLAs. Familiarity with Movidesk or Zendesk is preferred, with a calm, clear writing style.

Qualificações

• Experience with help desk systems (Movidesk, Zendesk, or similar).
• Basic ticket management (creation, categorization, updates, and closure).
• Real-time chat support.
• Understanding of SLAs and support queues.
• Basic support flow: L1 → Triage → L2.
• Navigation of web-based systems (ERP or corporate platforms).
• Basic knowledge of user login, permissions and user profiles.
• Clear and concise written communication.
• Good spelling and well-organized writing.
• Discipline in using the knowledge base and internal processes.

Responsabilidades

• Respond to customers via real-time chat.
• Log, classify, and route tickets according to operation-defined criteria.
• Resolve low-complexity issues within the same interaction.
• Collect complete information for correct escalation to triage or L2.
• Follow scripts, playbooks and knowledge base to standardize support.
• Ensure correct ticket categorization (module, category, severity, and problem type).
• Maintain organization and control of the volume of simultaneous interactions.
• Contribute to reducing reopens and rework in support.
• Help identify recurring incidents and report patterns to the triage team.
• Meet response and quality SLAs defined by the team.

Conhecimentos

Real-time chat support

Ticket management

Clear written communication

Knowledge of SLAs

Discipline with knowledge base

Ferramentas

Movidesk

Zendesk

Descrição da oferta de emprego

Responsibilities

• Respond to customers via real-time chat
• Log, classify, and route tickets according to operation-defined criteria
• Resolve low-complexity issues within the same interaction
• Collect complete information for correct escalation to triage or L2
• Follow scripts, playbooks and knowledge base to standardize support
• Ensure correct ticket categorization (module, category, severity, and problem type)
• Maintain organization and control of the volume of simultaneous interactions
• Contribute to reducing reopens and rework in support
• Help identify recurring incidents and report patterns to the triage team
• Meet response and quality SLAs defined by the team

Requirements

• Experience with help desk systems (Movidesk, Zendesk, or similar)
• Basic ticket management (creation, categorization, updates, and closure)
• Real-time chat support
• Understanding of SLAs and support queues
• Basic support flow: L1 → Triage → L2
• Navigation of web-based systems (ERP or corporate platforms)
• Basic knowledge of user login, permissions and user profiles
• Clear and concise written communication
• Good spelling and well-organized writing
• Discipline in using the knowledge base and internal processes