Product Analyst II – Support

Jobtailor; Goiânia; Presencial; BRL 27 900 - 50 220; Tempo integral

Resumo da oferta

Jobtailor is seeking a dedicated Customer Support Specialist in Goiânia to handle low-complexity inquiries, assist with initial understanding of issues, and log all interactions in internal systems. You will help triage tickets, provide status updates, and support basic operational routines under supervision.

This role requires experience in customer service and technical support, familiarity with ticketing systems, and a basic grasp of technology.

Qualificações

• Experience in customer service and technical support.
• Familiarity with ticketing systems or incident management tools.
• Basic understanding of systems and technology.
• Proficiency in Microsoft Office.

Responsabilidades

• Assist with initial understanding of issues and next steps for low-complexity requests.
• Log and update tickets with clear, traceable information.
• Help triage, classify, and categorize tickets to organize the support queue.
• Provide simple status updates for ongoing requests under supervision.
• Monitor basic area indicators and contribute to service targets.
• Answer calls routed through IVR when applicable under supervision.
• Support operational and administrative routines related to product support and maintenance.

Conhecimentos

Customer service

Technical support

Microsoft Office

Databases (SQL Server and SAP HANA)

Ferramentas

Ticketing systems/incident management tools

Docker

HTML5

CSS3

React

Python

Node.js

AWS

API Gateway

Lambda

SQL

NoSQL

Descrição da oferta de emprego

Responsibilities

• Support low-complexity customer requests by assisting with the initial understanding of issues, questions, and next steps.
• Log and update tickets and support information in internal systems, ensuring clarity and traceability.
• Assist with triage, initial classification, and categorization of tickets to help organize the support queue.
• Help send simple status updates for ongoing requests, following team guidance.
• Monitor basic area indicators and metrics, contributing to productivity and service targets.
• Answer phone calls routed through the IVR when applicable and always under supervision.
• Assist the team with operational and administrative routines related to product support and maintenance.

Requirements

• Customer service and technical support experience
• Experience with ticketing systems/incident management tools
• Basic understanding of systems and technology
• Microsoft Office
• Databases (SQL Server and SAP HANA) - basic level
• The following will be considered a plus:
• Knowledge of programming languages or prior software development experience
• Experience in development environments using Docker, HTML5, CSS3, React, Python, Node.js, AWS, API Gateway, Lambda, SQL and NoSQL
• Knowledge of UX/UI and interface design
• Certifications in Requirements Analysis (such as IIBA CCBA or CBAP)