Technical Support Specialist

Há 7 dias


Cajamar, Brasil Wevy Tempo inteiro
Job Title: Trilingual N2 Support Analyst

We are seeking a highly skilled and multilingual technical support specialist to join our team at Wevy. As a Trilingual N2 Support Analyst, you will be responsible for providing top-notch customer service to our clients, resolving complex technical issues, and working closely with our product teams to ensure seamless support.

Key Responsibilities:
  • Provide trilingual customer service (Portuguese, English, and Spanish) to internal and external clients via phone, email, and chat.
  • Resolve incidents related to problems with SKF applications, analyzing application logs and querying SQL databases to identify root causes.
  • Apply scripts to resolve data and application configuration problems, and interact with SKF product teams to resolve bugs and advanced issues.
  • Publish application databases in the SKF cloud structure and support the installation of On-Prem systems.
  • Monitor Windows services and cloud application infrastructure, taking corrective actions to re-establish essential services for operation.
  • Develop support materials and procedures, and meet with clients to understand their needs, integration processes, and network configuration.
  • Support the estimation process for customer migration projects.
Requirements:
  • Experience in N2/Field Service support.
  • Experience in user support and opening calls via telephone, email, or face-to-face.
  • Experience in providing support and diagnosing and solving hardware and software problems on workstations.
  • Experience in Operating Systems.
  • Knowledge of networks, hardware, and software.
  • Knowledge of productivity tools (e.g., Office package).
  • Knowledge of remote access tools.
  • Knowledge of service levels (SLA, TMA, TME, etc.).
  • Availability to work on-site in Wednesdays, once a week (Cajamar/SP).
Benefits:
  • Health Insurance (Amil).
  • Dental Care (Amil).
  • Childcare Assistance.
  • Tuition Reimbursement (Courses and Certifications).
  • Additional Monthly Bonus (Caju).
  • Health Care Platform - Conexa Saúde (plataforma de cuidado integrado).
  • Pharmacy Partnership.
  • Day Off (Birthday/Mother's and Father's Day).
  • Extended maternity and paternity leave.
  • Annual PLR.
  • Internal Referral Program.
  • Psychological Care Platform - Psicologia Viva.
  • Reimbursement for your kids' school transport.
  • Food Voucher (Caju).
  • Wellhub (Gympass).
  • Life Insurance.


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