Junior Support Analyst – PL/SQL

Jobtailor; Campinas; Presencial; BRL 55 800 - 89 280; Tempo integral

Resumo da oferta

Jobtailor in Campinas, Brazil, is seeking a IT-oriented technical support specialist. You will proactively monitor support tickets, ensuring customer satisfaction and proper use of solutions.

Provide multi-channel support via ticketing, phone, and WhatsApp; participate in troubleshooting with the team; document interactions for the knowledge base; apply empathetic communication; and manage time to prioritize requests for timely service.

Qualificações

• Higher education in IT (complete or in progress).
• Professional experience in Systems Support.
• Knowledge of PL/SQL.
• Experience with OSGT (ONESOURCE Global Trade).

Responsabilidades

• Proactively monitor support tickets, ensuring customer satisfaction and proper use of solutions.
• Provide technical support to clients via multiple channels: ticketing system, phone, and WhatsApp.
• Participate in troubleshooting and clarification of issues, collaborating with the team to find resolutions.
• Document all interactions, solutions, and procedures for future reference and the knowledge base.
• Adopt a positive behavioral support approach with empathetic communication.
• Collaborate with the team in a cooperative work environment, contributing to problem-solving.
• Manage time efficiently to prioritize requests and ensure timely customer service.

Conhecimentos

PL/SQL

Technical Support

Systems Support

OSGT (ONESOURCE Global Trade)

Customer Service

Formação académica

Higher IT education (in progress/complete)

Ferramentas

Ticketing System

WhatsApp

Descrição da oferta de emprego

• Proactively monitor support tickets, ensuring customer satisfaction and proper use of solutions;
• Provide technical support to clients via multiple channels: ticketing system, phone, and WhatsApp, answering questions and resolving issues;
• Participate in troubleshooting and clarification of issues, collaborating with the team to find the best resolutions;
• Properly document all interactions, solutions, and procedures for future reference and the knowledge base;
• Adopt a positive behavioral support approach, ensuring effective and empathetic communication with users;
• Actively collaborate with the team in a cooperative work environment, contributing to joint problem-solving;
• Manage time efficiently to prioritize requests and ensure timely customer service.

Requirements

• Higher education in IT (complete or in progress);
• Professional experience in Systems Support;
• Knowledge of PL/SQL;
• Experience with OSGT (ONESOURCE Global Trade).

Core Competencies

Demonstrates expertise in providing technical support and customer service, with a strong focus on effective communication and collaboration within a team environment. Proficient in documenting processes and solutions to enhance the knowledge base and ensure customer satisfaction.

Highest-signal resume keywords

• Technical Support
• PL/SQL
• OSGT (ONESOURCE Global Trade)
• Customer Satisfaction
• Time Management

ATS Optimization Keywords

Hard Skills

• Technical Support
• PL/SQL
• Systems Support

Soft Skills

• Effective Communication
• Empathy
• Collaboration

Industry Keywords

• Customer Service
• Troubleshooting
• Documentation
• Behavioral Support

Tools & Technologies

• Ticketing System
• WhatsApp