Support Analyst, Tier I

6 meses 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 I is the first point of contact with clients. You will need to be prepared to guide them in solving problems that may be encountered during the use of DocuSign products and provide the customer with a great experience, striving to increase adoption and satisfaction. 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), and act as a consultant to intermediate features of DocuSign, such as our Power Forms, Templates, Bulk Actions, and WebApp usage. You will participate in special projects, as required, under supervision that improve the quality and efficiency of the support service. You should have a customer focus and a gentle, professional and collaborative profile. You will also need to have good interpersonal skills, since you should assist Support Analysts - Tier I whenever vital.

This position is an individual contributor role reporting to the Manager, Support Delivery.

**Responsibility**
- Provide outstanding 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 improvements proactively, identify errors, and otherwise determine opportunities to improve 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

**Job Designation**:
**Hybrid**:
Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation)

Positions at DocuSign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within DocuSign. DocuSign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

**What you bring**:
**Basic**
- 2+ years of experience as a support representative in a technology environment
- Bachelor’s Degree in IT-related field
- Fluency in Portuguese and English in speaking and writing

**Preferred**
- Ability to navigate, solve, and troubleshoot a ticket system, bug reporting and other support system procedures;
- 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, plus paid company holidays based on your region.**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 ot

  • Support Engineer

    4 semanas atrás

    Sao Paulo, Brasil Softensity Inc Tempo inteiro

    We're Hiring a Support Engineer , Tier 1 (Full time)! Join Softensity for a fully remote, part-time position. We're looking for an experienced LATAM-based Support Engineer with strong expertise in the IT support field.Job Requirements:-Expertise Familiarity with Windows and Mac-Aa this is a Tier 1 position is required up to 5 years of experience-Familiar...

  • Customer Support Analyst I

    6 meses atrás

    Sao Paulo, Brasil Rei do Pitaco Tempo inteiro

    Estamos buscando um Customer Support Analyst I (WFM) para fazer parte da estrutura de CX no Rei do Pitaco, em São Paulo. Como Customer Support Analyst I (WFM) você será responsável por apoiar diretamente o time de liderança CX e áreas parceiras, tendo o senso de urgência e autogerenciamento para otimização das entregas inerentes ao dia a dia da...

  • Support Engineer

    4 semanas atrás

    Sao Paulo Metropolitan Area, Brasil Softensity Inc Tempo inteiro

    We're Hiring a Support Engineer , Tier 1 (Full time)! Join Softensity for a fully remote, part-time position. We're looking for an experienced LATAM-based Support Engineer with strong expertise in the IT support field.Job Requirements: -Expertise Familiarity with Windows and Mac-Aa this is a Tier 1 position is required up to 5 years of experience-Familiar...

  • Support Engineer

    4 semanas atrás

    Paulo, Brasil Softensity Inc Tempo inteiro

    We're Hiring a Support Engineer, Tier 1 (Full time)! 🌍Join Softensity for a fully remote, part-time position. We're looking for an experienced LATAM-based Support Engineer with strong expertise in the IT support field.Job Requirements: -Expertise Familiarity with Windows and Mac-Aa this is a Tier 1 position is required up to 5 years of experience-Familiar...

  • Support Engineer

    4 semanas atrás

    são paulo, Brasil Softensity Inc Tempo inteiro

    We're Hiring a Support Engineer , Tier 1 (Full time)! 🌍Join Softensity for a fully remote, part-time position. We're looking for an experienced LATAM-based Support Engineer with strong expertise in the IT support field.Job Requirements: -Expertise Familiarity with Windows and Mac-Aa this is a Tier 1 position is required up to 5 years of...

  • Support Engineer

    4 semanas atrás

    são paulo, Brasil Softensity Inc Tempo inteiro

    We're Hiring a Support Engineer , Tier 1 (Full time)! Join Softensity for a fully remote, part-time position. We're looking for an experienced LATAM-based Support Engineer with strong expertise in the IT support field. Job Requirements: -Expertise Familiarity with Windows and Mac -Aa this is a Tier 1 position is required up to 5 years of experience...

  • Support Engineer

    4 semanas atrás

    Greater São Paulo Area, Brasil Softensity Inc Tempo inteiro

    We're Hiring a Support Engineer , Tier 1 (Full time)! 🌍Join Softensity for a fully remote, part-time position. We're looking for an experienced LATAM-based Support Engineer with strong expertise in the IT support field.Job Requirements: -Expertise Familiarity with Windows and Mac-Aa this is a Tier 1 position is required up to 5 years of...

  • Support Engineer

    4 semanas atrás

    São Paulo, SP, Brasil Softensity Inc Tempo inteiro

    We're Hiring a Support Engineer , Tier 1 (Full time)! 🌍 Join Softensity for a fully remote, part-time position. We're looking for an experienced LATAM-based Support Engineer with strong expertise in the IT support field. Job Requirements: -Expertise Familiarity with Windows and Mac -Aa this is a Tier 1 position is required up to 5 years of...

  • Support Analyst, Level I

    6 meses atrás

    Sao Paulo, Brasil Nuvei Tempo inteiro

    **Support analyst, Level I** - Bogota, Colombia_ - Hybrid_ The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners, to help them grow. **WE ARE NUVEI. **Nuvei (NASDAQ: NVEI) (TSX: NVEI) the Canadian fintech company accelerating the business of clients around the world. Nuvei’s modular, flexible and...

  • Support Analyst

    4 semanas atrás

    São Paulo, Brasil Mitel Networks Tempo inteiro

    At Mitel, you will have the opportunity to help businesses connect, collaborate and provide better experiences for our customers. You will deliver valuable contributions in creating business success within our global organization utilizing your unique attributes, skills and experience. Overview: Acting as a technical support analyst for MS Teams Room and...

  • Analyst, Property Security – I-Systems

    Há 1 mês

    São Paulo, Brasil I-Systems Tempo inteiro

    Titulo da Vaga: Analyst, Property SecurityNome da Empresa: I-SystemsLocalização: São Paulo – SPDescrição da Vaga: A I-Systems é uma empresa especialista em rede neutra de fibra ótica, que pode ser usada simultaneamente por diversos ISPs e operadoras, permitindo práticas sustentáveis, com mais agilidade, menor custo, evitando sobreposição de...

  • IT Support Analyst

    6 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 Analyst I

    6 meses atrás

    Sao Paulo, Brasil Santander Tempo inteiro

    IT Analyst I Country: Brazil Já pensou em trabalhar em um lugar em constante transformação digital, inovação, colaboração e crescimento? Aqui é o lugar ️! Se você tem paixão por tecnologia e pessoas, empatia, foco em resultados e gosta de mudanças, faça parte de tudo isso! SomosSantander #SomosTecnologia #SomosF1RST #tecnologia...

  • IT Analyst I

    6 meses atrás

    Sao Paulo, Brasil Santander Tempo inteiro

    IT Analyst I Country: Brazil **WHAT YOU WILL BE DOING** **Requisitos Imprescindíveis** - Conhecimento em JAVA - Conhecimento em Springboot - Conhecimento em Gitlab - Metodologia Ágil **Requisitos Desejáveis** - Conhecimento em padrões de API - Conhecimento em Cloud **Atividades** - Análise, sustentação e desenvolvimento de sistemas...

  • Support Analyst

    2 meses atrás

    São Paulo, SP, Brasil Cognizant Tempo inteiro

    **Support Analyst L3** **Who We Are** **What You’ll Do** As a Support Analyst L3, you will work directly with qualified teams, with the aim of achieving good results and improvements through the service and support offered. **Key Responsibilities** - Strong UNIX env with experience regular expressions, file management, scripting (Shell, Perl,...

  • IT Analyst I

    6 meses atrás

    Sao Paulo, Brasil Santander Tempo inteiro

    IT Analyst I Country: Brazil **WHAT YOU WILL BE DOING** **Já pensou em trabalhar em um lugar em constante transformação digital, inovação, colaboração e crescimento? Aqui é o lugar** ️!** A F1RST é o futuro e sua carreira está aqui! Nossa cultura é baseada em “Pessoas, Inovação e Resultados”. ️ Já nascemos gigantes, com mais de 3...

  • Product Analyst I

    6 meses atrás

    Sao Paulo, Brasil Santander Tempo inteiro

    Product Analyst I Country: Brazil “Se você tem vontade de crescer e aprender sempre, e tem paixão em impactar pessoas através de suas análises, esse pode ser o seu lugar. **Temos uma vaga para você **se tornar um Product Analyst I. Esse pode ser o próximo passo para crescer e desenvolver sua carreira. **Aqui, seu papel será**: - Atuar de forma...

  • Sr Support Analyst

    7 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/...

  • IT Analyst I

    6 meses atrás

    Sao Paulo, Brasil Santander Tempo inteiro

    IT Analyst I Country: Brazil **# QUEM SOMOS** A F1RST é o futuro e sua carreira está aqui! Nossa cultura é baseada em “Pessoas, Inovação e Resultados”. ️ Fazemos parte do maior banco Internacional do Brasil, um dos maiores bancos do mundo. Promovendo serviços e experiências para os mais de 60 milhões de clientes de todo o ecossistema...

  • Support Analyst I

    2 meses atrás

    São Paulo, SP, Brasil Collinson Tempo inteiro

    **Purpose of the job**: - Quickly comprehend existing tools, procedures and reporting processes; - Configure and troubleshoot mobile point of sale and card reader devices; - Resolve issues over the phone or via remote access in a timely manner and escalate them to senior team members (Tier II) when necessary; - Work closely with partners to implement or...