Help Desk Representative

OSF Global Services; Brasília; Presencial; BRL 20.000 - 80.000; Tempo integral

Resumo da oferta

A global IT service provider is seeking a Technical Support Analyst (Level 1) in Brasília, Brazil. This role involves providing first-level support on Salesforce processes, managing tickets, and guiding users through troubleshooting. Candidates must possess strong technical skills, be customer-focused, and have excellent problem-solving abilities. Proficiency in Spanish is also required. The position offers a collaborative environment with opportunities for continuous improvement in support processes.

Qualificações

• Strong technical acumen and ability to quickly learn new systems.
• Excellent problem-solving and analytical skills.
• Clear verbal and written communication skills.

Responsabilidades

• Provide first-level technical support through multiple channels.
• Screen, categorize, and prioritize tickets.
• Handle inquiries and document customer interactions.

Conhecimentos

Technical acumen

Problem-solving

Communication skills

Customer service

Team collaboration

Spanish

Descrição da oferta de emprego

We are looking for a Technical Support Analyst (Level 1) focused on Salesforce processes and clouds. This professional will provide first‑level support through channels such as email, web forms, live chat, ServiceNow, Jira Service, and customer-directed ITSM tools.

The role includes screening and categorizing tickets, handling inquiries, requests, and incidents with mapped workaround solutions, and documenting more complex incident reproduction for escalation to Level 2 (Administration). You will guide users through step‑by‑step solutions, ensure clear communication, and contribute to continuous improvement of support processes and documentation.

Key Responsibilities

• Provide first‑level technical support through multiple channels (email, chat, web forms, ServiceNow, Jira Service, ITSM tools).
• Screen, categorize, and prioritize tickets.
• Handle inquiries, requests, and incidents following available workaround guidelines.
• Reproduce and document complex incidents for N2 escalation.
• Guide users through troubleshooting in a clear and user‑friendly manner.
• Collaborate with technical teams when advanced support is required.
• Document customer interactions, reported issues, and actions taken.
• Contribute to the creation and maintenance of knowledge base articles and support materials.
• Monitor customer satisfaction and support overall service quality improvements.
• Participate in training sessions and assist junior team members when needed.
• Assist in ongoing process improvement for the technical support function.

Summary of Activities

• Promote platform adoption.
• Perform callbacks to collect missing information and validate case handling.
• Engage in co‑browsing sessions to assist users.
• Clarify business rules and processes.
• Screen and categorize cases/tickets.
• Escalate incidents without workaround to T2 with documented error reproduction steps.
• Manage user requests (password resets, user creation/deactivation).
• Support simple report requests or updates to organizational records (e.g., dealership address).
• Conduct step‑by‑step user research for error reproduction.
• Create and send knowledge base articles.

Requirements

• Strong technical acumen and ability to quickly learn new systems.
• Excellent problem‑solving and analytical skills.
• Clear verbal and written communication, capable of simplifying technical concepts.
• Customer‑focused mindset with commitment to delivering high‑quality service.
• Ability to work collaboratively within a team.
• Spanish.

Benefits

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