Analista de Suporte Técnico
J
JobgetherLegal technology
Based in BrazilFull-Time
Salary not disclosed
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Job Details
- Languages
- Professional Portuguese; excellent written and verbal communication skills in Portuguese.
- Required Skills
- SQLMicrosoft ExcelJSONZendeskPostmanCustomer support
Requirements
- Currently pursuing a degree in Information Technology or a related field, preferably from the fourth semester onward, or hold a completed degree.
- Have intermediate knowledge of SQL, Postman, JSON, and basic BPMN.
- Have intermediate Excel proficiency, including lookup functions, basic formulas, and spreadsheet organization.
- Be able to learn and work with customer support platforms such as Zendesk.
- Demonstrate excellent written and verbal communication in Portuguese.
- Be available to travel and reside in Belo Horizonte or its metropolitan area, or São Paulo or its metropolitan area.
- Previous customer service, technical support, help desk, or customer relationship management experience is a plus.
- Advanced SQL knowledge and ability to interpret data structures are a plus.
- Basic knowledge of administrative law, social security law, or procedures involving court-ordered payments and government debt claims is a plus.
Responsibilities
- Manage support requests from ticket registration and classification through resolution, following SLAs and SLOs.
- Investigate incidents and user questions by reviewing workflows, tracing request histories, and identifying root causes.
- Distinguish business-rule issues, user questions, and basic integration failures to guide diagnosis and handling.
- Escalate complex incidents to higher support levels and keep customers informed of progress and next steps.
- Validate system behavior and deliveries in production and homologation/testing environments.
- Use SQL and technical tools to investigate issues and analyze relevant data.
- Communicate clearly and proactively with customers throughout the ticket lifecycle.
- Produce accurate technical documentation and support records in professional Portuguese.
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