Support Analyst Mid-level

2 semanas atrás

Porto Alegre, Brasil e-Core Tempo inteiro
We are a technology services partner for digital innovation and business transformation.
We combine our global experience in key industries and the latest technologies to help fast-growing and established companies transform and accelerate their business models, develop innovative digital solutions, scale technology capabilities, and sustain their growth.
We are change-makers, and the purpose of everything we do is to connect people and technology to build a better future together.
Our approval ratings on Glassdoor and the awards we've received from Great Place To Work since 2008 prove that we encourage work-life balance in a transparent and flexible environment, ensuring a unique experience for e-Coreans to be their best version.
**During your day as a Support Analyst you will**:
- Collaborate with customer teams to resolve clients' issues that span across multiple teams (Atlassian, Vendors, etc.);
- Work on platforms with one-to-many transactional engagements with the customer;
- Facilitate conference calls where multiple internal or external teams are pulled together to resolve a client escalation;
- Promote a client-centric culture within the team focused on understanding what clients need and enabling them to achieve their business outcomes;
- Log bug reports with clear steps to reproduce the problem and include workarounds where available;
- Raise feature requests and product documentation issues;
- Execute onboarding plans for ASE/SE team members;
- Independently operate within daily support routines and processes;
- Consistently deliver advanced quality throughput and client outcomes;
- Identify problems in the process (customer/our side) and suggest what can be improved getting attention at the right time;
- Determines the potential causes of the problem and devises testing methodologies for validation;
**As a Support Analyst you**:
- Experience in a Customer Support role;
- Teamwork oriented with demonstrated experience in listening and active listening, collaboration, cooperation, and idea exchange;
- Demonstrated adaptability skills, problem-solving, creativity, time management, attention to detail;
- Team player and resilience when handling complex cases;
- A proactive attitude and sense of urgency to get things done;
- Experience with Customer Support metrics and goal establishment such as Time to Answer, Time to Solve, SLA, etc;
- Experience on troubleshooting;
- Experience on Linux;
- Experience with databases and demonstrated SQL experience (MySQL, Postgres);
- Experience with Apache Tomcat (Application Server);
- Experience with Proxy / Network / SSH and VPN's;
- Experience with REST API (Integration);
- Knowledge os Atlassian products;
- Advanced English;
**e-Core Diversity Commitment**
We are a team of creative and innovative people, and we hire on an equal opportunity, **regardless of gender, race/ethnicity, sexual orientation, disability, age, religion and others.**
We are committed to the values of **Equal Employment Opportunity** and everyone at e-Core is empowered to be themselves and encouraged to develop professionally and personally.
**Privacy**
Ao me inscrever, concordo que li e entendi a Política de Privacidade da e-Core.
Privacy Policy (EN) / Política de Privacidade (PT-BR)

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