Mid-level Support Analyst

Jobtailor; Curitiba; Presencial; BRL 36 000 - 60 000; Tempo integral

Resumo da oferta

Jobtailor in Curitiba, Brazil, seeks a client-facing IT support analyst to help with ERP and POS modules. The role involves assisting external clients via chat, email, and phone using Movidesk, analyzing issues, and providing timely resolutions.

You will log interactions, monitor SLAs, coordinate with internal teams, and build strong stakeholder relationships to ensure high customer satisfaction.

Qualificações

• Experience providing technical support for systems, including problem analysis and diagnosis.
• Strong communication and interpersonal skills for interaction with customers and internal teams.
• Familiarity with ticketing/service desk tools (Zendesk, Movidesk, Freshdesk, Blip, or similar).
• Knowledge of integrated management systems (ERP), preferably focused on retail, food service, or POS operations.

Responsabilidades

• Provide excellent 1st- and 2nd-level support for the company's administrative and operational system modules to external clients via chat, email, and phone using the Movidesk platform.
• Analyze, reproduce/simulate, and resolve issues reported by clients, with a focus on root cause analysis.
• Identify and implement workarounds for operational, financial, and system incidents to mitigate the impact on clients.
• Log clear and concise information in the system to document support interactions.
• Monitor SLAs and manage follow-ups with clients, partners, and internal teams.
• Analyze customer request data to assess urgency and prioritize resolutions.
• Build and maintain strong relationships with internal and external stakeholders.
• Proactively monitor for potential issues and propose solutions to the team to reduce bug incidence and incoming support tickets.

Conhecimentos

Communication

Interpersonal skills

Problem analysis

Ferramentas

MS Office

Zendesk

Movidesk

Freshdesk

Blip

Descrição da oferta de emprego

Responsibilities

• Provide excellent 1st- and 2nd-level support for the company's administrative and operational system modules to external clients via chat, email, and phone using the Movidesk platform;
• Analyze, reproduce/simulate, and resolve issues reported by clients, with a focus on root cause analysis;
• Identify and implement workarounds for operational, financial, and system incidents to mitigate the impact on clients;
• Log clear and concise information in the system to document support interactions;
• Monitor SLAs and manage follow-ups with clients, partners, and internal teams;
• Analyze customer request data to assess urgency and prioritize resolutions;
• Build and maintain strong relationships with internal and external stakeholders;
• Proactively monitor for potential issues and propose solutions to the team to reduce bug incidence and incoming support tickets.

Requirements

• Microsoft Office (MS Office)
• Knowledge of integrated management systems (ERP), preferably focused on retail, food service, or point-of-sale (POS) operations
• Experience providing technical support for systems, including problem analysis and diagnosis
• Familiarity with ticketing/service desk tools (Zendesk, Movidesk, Freshdesk, Blip, or similar)
• Strong communication and interpersonal skills for interaction with customers and internal teams