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Support Specialist

2 meses atrás

Porto Alegre, Rio Grande do Sul, Brasil Epicenter Tempo inteiro

About Epicenter

Epicenter is a boutique, global Software as a Service (SaaS) provider and consulting practice specializing in integration and data management for leading Human Capital Management (HCM) Cloud applications.

Our Mission

We strive to deliver innovative solutions that equip our customers with reliable data and stable, world-class integration solutions, allowing organizations to reap the benefits of an integrated HR system landscape.

The Role

We are seeking a highly skilled Support Analyst to join our growing team serving multinational customers. As the first point of contact for customer support, you will play a critical role in ensuring timely resolution of inquiries and incidents related to HCM integrations.

Key Responsibilities

  • Triage support requests for assigned customers to ensure timely resolution as per Service Level Agreement (SLA).
  • Ensure an organized queue of customer requests for optimal workflow and prioritization.
  • Identify and escalate complex incidents to the appropriate support levels.
  • Conduct daily monitoring of live interfaces.
  • Maintain awareness of customer status, including upcoming events and potential integration challenges.
  • Collaborate with other Support Analysts and higher-level support teams to ensure efficient resolution of complex issues.
  • Meet pre-established Key Performance Indicators (KPIs) and ensure timely resolution as per SLA.
  • Engage in regular customer meetings to provide updates on service performance and interfaces status.

Requirements

  • Fluent in English language, any other languages a plus.
  • Relevant qualifications in Computer Science, Computer Engineering, or related areas.
  • Analytical and strong problem-solving skills.
  • Well-organized remote worker with excellent time management skills.
  • Experience working in a fast-paced and dynamic environment.
  • Strong communication skills with the ability to effectively communicate technical concepts to both technical and non-technical audiences.
  • Excellent team player who thrives in a collaborative environment.

What We Offer

  • A fun, creative, and expanding team in an international and innovative environment.
  • A remote work schedule with occasional business trips.
  • A competitive Compensation and Benefits Package including private health insurance.
  • Training opportunities, including the opportunity to learn HCM fundamentals and interfaces design principles.