Support Analyst, Tier 1

4 semanas atrás

Sao Paulo, Brasil DocuSign Tempo inteiro

**Company Overview**:
DocuSign helps organizations connect and automate how they agree. Our flagship product, eSignature, is the world’s #1 way to sign electronically on practically any device, from virtually anywhere, at any time. Today, more than a million customers and a billion users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people’s lives.

**What You'll Do**:
The Support Analyst - Tier 1 is the first point of contact with clients. Therefore, you

need to be prepared to guide them in solving problems that may be encountered. During the

use of DocuSign products and, in the same way, to provide the customer with a great

experience in the use of the products, aiming to increase adoption and consequently,

satisfaction with care. This position requires technical insight as the analyst will assist in solving

complex production problems (including customer concerns, system testing, strategy sessions,

and company-wide knowledge distribution), act as a consultant to intermediate features of

DocuSign, such as our Power Forms, Templates, Bulk Actions, and WebApp usage. Participate

in special projects, as required, under general supervision that improves and improves the

quality or efficiency of the support service, should have a customer focus and a gentle,

professional and collaborative profile. You also need to have a good interpersonal relationship,

since you should assist Support Analysts - Tier 1 whenever necessary.

This position is an individual contributor and reporting to the Manager, Support and is designated

Flex.

**Responsibility**
- Provide exceptional support for DocuSign products and services
- Meet and exceed your service level goals
- Achieve at least 90% in call termination surveys
- Reach a maximum of 10% for the call termination rate
- Use support tools (knowledge base) and resources needed to carry out their activities
- Identify product enhancements proactively, identify errors, and otherwise determine opportunities to enhance the customer experience;
- Make expert reports according to the demand and meet the deadline
- Make articles according to established goal
- Provide service in Portuguese and English, according to necessity
- Participate in training provided by the US team

**What You Bring**:
**Basic**
- Higher Education (In IT related field)
- Ability to navigate, troubleshoot, and troubleshoot a ticket system, bug reporting and other support system procedures;
- Fluency in Portuguese and English in speaking and writing

**Preferred**
- 2+ years of experience as a support representative in a technology environment, SaaS preferred
- Deep knowledge of Internet technologies
- Good knowledge of Windows and Apple OS operating systems
- Basic knowledge of network policies
- Experience resolving complex technical issues and making recommendations to Customers
- Ability to navigate, troubleshoot, and troubleshoot a ticket system, bug reporting and other support system procedures
- Ability to seek Level 2 customer service issues in relation to the service level agreement (SLA)
- Knowledge in Spanish

**Life At DocuSign**:
**Working here**

DocuSign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At DocuSign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.

**Accommodation**

**Our global benefits**:
**Paid time off**:

- Take time to unwind with earned days off, 10+ paid holidays, volunteer days and other programs.**Paid parental leave**:

- Take up to six months off with your child after birth, adoption or foster care placement.**Full health benefits**:

- Options for 100% employer-paid health plans from day one of employment.**Retirement plans**:

- Select retirement and pension programs with potential for employer contributions.**Learning & development**:

- Grow your career with coaching, online courses and education reimbursements.**Compassionate care leave**:

- Paid time off following the loss of a loved one and other life-changing events.

  • Service Desk Analyst Tier 1

    2 meses atrás

    Sao Paulo, Brasil Körber Supply Chain Latam Tempo inteiro

    If you are looking for a meaningful job where people work and act with passion, rethink the existing and always strive to find the best solution - you have come to the right place. We develop future technologies to conquer supply chain complexity, together. Koerber Supply Chain, prides itself on providing industry leading supply chain solutions to our...

  • Service Desk Analyst Tier 1

    Há 14 horas

    Sao Paulo, Brasil Körber Supply Chain Latam Tempo inteiro

    If you are looking for a meaningful job where people work and act with passion, rethink the existing and always strive to find the best solution - you have come to the right place. We develop future technologies to conquer supply chain complexity, together. Koerber Supply Chain, prides itself on providing industry leading supply chain solutions to our...

  • Support Analyst, Tier I

    3 semanas atrás

    Sao Paulo, Brasil DocuSign Tempo inteiro

    **Company Overview**: DocuSign helps organizations connect and automate how they agree. Our flagship product, eSignature, is the world’s #1 way to sign electronically on practically any device, from virtually anywhere, at any time. Today, more than a million customers and a billion users in over 180 countries use DocuSign to accelerate the process of doing...

  • Support Analyst, Tier 1

    Há 5 dias

    São Paulo, São Paulo, Brasil DocuSign Tempo inteiro

    Company Overview:DocuSign helps organizations connect and automate how they agree. Our flagship product, eSignature, is the world's #1 way to sign electronically on practically any device, from virtually anywhere, at any time. Today, more than a million customers and a billion users in over 180 countries use DocuSign to accelerate the process of doing...

  • Support Analyst, Tier I

    Há 5 dias

    São Paulo, São Paulo, Brasil DocuSign Tempo inteiro

    Company Overview:DocuSign helps organizations connect and automate how they agree. Our flagship product, eSignature, is the world's #1 way to sign electronically on practically any device, from virtually anywhere, at any time. Today, more than a million customers and a billion users in over 180 countries use DocuSign to accelerate the process of doing...

  • Service Desk Analyst Tier 1

    Há 5 dias

    São Paulo, São Paulo, Brasil Körber Supply Chain Latam Tempo inteiro

    If you are looking for a meaningful job where people work and act with passion, rethink the existing and always strive to find the best solution - you have come to the right place. We develop future technologies to conquer supply chain complexity, together.Koerber Supply Chain, prides itself on providing industry leading supply chain solutions to our...

  • Support Analyst, Tier I

    Há 5 dias

    São Paulo, São Paulo, Brasil DocuSign Tempo inteiro

    Company Overview:DocuSign helps organizations connect and automate how they agree. Our flagship product, eSignature, is the world's #1 way to sign electronically on practically any device, from virtually anywhere, at any time. Today, more than a million customers and a billion users in over 180 countries use DocuSign to accelerate the process of doing...

  • Analyst, Partner Support

    2 meses atrás

    Sao Paulo, Brasil Luminate Tempo inteiro

    **ROLE** The Analyst, Partner Support is a critical hire for our Partner Support function. The Analyst will work closely with the global Partner Support team in an operational role to implement and support initiatives to help our grantee partners become more impactful. This role will support our team’s administrative and project management capabilities....

  • IT Support Analyst

    2 meses atrás

    Sao Paulo, Brasil KORE Tempo inteiro

    **Are you an energetic, enthusiastic, IT Support Professional?** If you are an experienced Support Analyst, then you may be the person our team needs. We are seeking an IT professional with experience providing end-user support to join our team as an IT Support Analyst. The IT Support Analyst is responsible for providing end user support for hardware,...

  • Payer Support Analyst

    4 semanas atrás

    Sao Paulo, Brasil Pay Retailers Tempo inteiro

    PayRetailers is a payment gateway designed to handle mass online payments to the Latin American market. The company combines local markets expertise with payment technology enabling global merchants to successfully expand their business into high growth, emerging markets while eliminating the many operational complexities of managing cross-border payments....

  • IT Support Analyst

    2 meses atrás

    Sao Paulo, Brasil Progression3 Tempo inteiro

    On behalf of our client in Piracicaba, Progression3 is in search of an IT Support Analyst for a permanent role. As a **Service Desk Analyst, **your **Key Responsabilities** include: - Primary contact for answering, evaluating, and prioritizing Service Desk requests for assistance from users experiencing problems with hardware, software, networking, and...

  • IT Support Analyst

    3 semanas atrás

    Sao Paulo, Brasil Progression3 Tempo inteiro

    On behalf of our client in Piracicaba, Progression3 is in search of an IT Support Analyst for a permanent role. As a **Service Desk Analyst, **your **Key Responsabilities** include: - Primary contact for answering, evaluating, and prioritizing Service Desk requests for assistance from users experiencing problems with hardware, software, networking, and...

  • Technical Support Analyst

    3 semanas atrás

    São Paulo, Brasil Oracle Tempo inteiro

    Technical Support Analyst Oracle is looking for Technical Support Analysts who will become NetSuite product experts, responsible for resolving client queries and concerns about Oracle’s NetSuite Accounting and ERP products. Our Technical Support Analyst Program prepares entry level candidates for an exciting and rewarding career at Oracle. As a member...

  • Technical Support Analyst

    3 semanas atrás

    São Paulo, Brasil Oracle Tempo inteiro

    Technical Support Analyst Oracle is looking for Technical Support Analysts who will become NetSuite product experts, responsible for resolving client queries and concerns about Oracle’s NetSuite Accounting and ERP products. Our Technical Support Analyst Program prepares entry level candidates for an exciting and rewarding career at Oracle. As a member...

  • Technical Support Analyst

    Há 4 dias

    São Paulo, São Paulo, Brasil Oracle Tempo inteiro

    Technical Support AnalystOracle is searching for individuals to join as Technical Support Analysts and become experts in NetSuite products. You will be responsible for addressing client inquiries and issues related to Oracle's NetSuite Accounting and ERP solutions. The Technical Support Analyst Program is designed to prepare entry-level candidates for a...

  • Analyst, Partner Support

    Há 5 dias

    São Paulo, São Paulo, Brasil Luminate Tempo inteiro

    ROLEThe Analyst, Partner Support is a critical hire for our Partner Support function. The Analyst will work closely with the global Partner Support team in an operational role to implement and support initiatives to help our grantee partners become more impactful. This role will support our team's administrative and project management capabilities....

  • Technical Support Analyst

    Há 5 dias

    São Paulo, São Paulo, Brasil Oracle Tempo inteiro

    Technical Support AnalystOracle is looking for Technical Support Analysts who will become NetSuite product experts, responsible for resolving client queries and concerns about Oracle's NetSuite Accounting and ERP products.Our Technical Support Analyst Program prepares entry level candidates for an exciting and rewarding career at Oracle.As a member of the...

  • Sr Support Analyst

    2 meses atrás

    Sao Paulo, Brasil Tata Consultancy Services Tempo inteiro

    Support Analyst (SuccessFactors LMS) - Act as primary business systems support for the Accounting, financial and Tax system (including planning, development/testing and overall system maintenance) and other financial systems as necessary Good knowledge of Finance, Accounting processes and domain Excellent communication skills Experience or with.Net/...

  • Application Support

    2 meses atrás

    Sao Paulo, Brasil OneLocal Tempo inteiro

    At OneLocal, we know that marketing isn't just about buying ads anymore. We also know how hard it is to keep up with rapidly-changing technologies. OneLocal provides SaaS solutions to small and medium businesses (SMBs) across the world. We offer our clients 10 digital marketing solution products that are impactful on their own, but even better together. We...

  • Technical Support Analyst

    Há 7 dias

    Sao Paulo, Brasil Cepheid Tempo inteiro

    At Cepheid, we are passionate about improving health care through fast, accurate diagnostic testing. Our mission drives us, every moment of every day, as we develop scalable, groundbreaking solutions to solve the world’s most complex health challenges. Our associates are involved in every stage of molecular diagnostics, from ideation to development and...