Senior Support Analyst

Jobtailor

Campinas

Presencial

BRL 60 000 - 90 000

Tempo integral

Há 3 dias

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Resumo da oferta

Jobtailor in Campinas, Brazil seeks a proactive IT Support Specialist to deliver technical assistance and ensure high customer satisfaction. You will handle inquiries via ticketing, phone, and WhatsApp, troubleshoot issues, and document resolutions for the knowledge base.

Ideal candidates have a IT-related degree, hands-on systems support experience, and strong SQL/Oracle skills. The role requires clear communication, teamwork, and delivering timely solutions for Thomson Reuters products.

Qualificações

Bachelor's degree in Information Technology or related field, completed or in progress.
Professional experience in systems support.
Knowledge of SQL or Oracle databases.
Preferred: experience with ONESOURCE Global Trade (OSGT).

Responsabilidades

Monitor support tickets to ensure customer satisfaction and proper use of solutions.
Provide technical support to customers through the ticketing system, phone, and WhatsApp.
Answer customer questions and resolve issues.
Collaborate on troubleshooting and provide clarification as needed.
Document interactions, solutions, and procedures for future reference and knowledge-base development.
Communicate effectively and empathetically with users.
Work collaboratively with the team to resolve issues.
Manage time, prioritize requests, and ensure timely service.
Support professionals and organizations through Thomson Reuters information and technology solutions.

Conhecimentos

Technical Support

SQL

Oracle

Customer Service

Time Management

Formação académica

Bachelor's degree in Information Technology or related field

Ferramentas

Ticketing System

Thomson Reuters Solutions

Descrição da oferta de emprego

Proactively monitor support tickets, ensuring customer satisfaction and the proper use of solutions
Provide technical support to customers through the ticketing system, phone, and WhatsApp
Answer customer questions and resolve issues
Collaborate on troubleshooting and provide clarification as needed
Document interactions, solutions, and procedures for future reference and knowledge-base development
Communicate effectively and empathetically with users
Work collaboratively with the team to resolve issues
Manage time, prioritize requests, and ensure timely service
Support professionals and organizations through Thomson Reuters information and technology solutions

Requirements

Bachelor's degree in Information Technology or a related field, completed or in progress
Professional experience in systems support
Knowledge of SQL or Oracle databases
Preferred: 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. Proficient in managing support tickets and utilizing SQL or Oracle databases to resolve issues efficiently.

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