Integration Support Specialist

2 semanas atrás


Brasília, Distrito Federal, Brasil Epicenter Tempo inteiro

Epicenter is a global SaaS provider and consulting practice specializing in integration and data management for leading HCM Cloud applications. We are seeking a skilled professional to join our growing team serving multinational customers.

About the Role

Our team applies innovative solutions to equip customers with reliable data and stable world-class integration solutions, enabling organizations to reap the benefits of an integrated HR system landscape.

We are looking for a Support Analyst based in Brazil, reporting directly to our Support Manager.

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. You will leverage strong analytical, problem-solving, and SQL skills to diagnose and resolve complex issues, communicating technical details effectively to various stakeholders.

Key Responsibilities

  • Analyze and resolve complex integration issues using strong SQL knowledge and troubleshooting capabilities.
  • Triage support requests for assigned customers to ensure timely resolution as per 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.
  • Lead customer meetings to provide updates on service performance and troubleshoot ongoing integration issues.

Requirements

  • Fluent in English language, any other languages a plus.
  • Relevant qualifications in Computer Science, Computer Engineering, or related areas.
  • Good SQL skills and ability to troubleshoot integration issues independently.
  • Analytical and strong problem-solving skills.
  • Well-organized remote worker with excellent time management skills.
  • Experience leading customer meetings and communicating technical concepts to both technical and non-technical audiences.
  • Experience working in a fast-paced and dynamic environment.
  • Excellent team player who thrives in a collaborative environment.

What We Offer

  • Join a fun, creative, and expanding team in an international and innovative environment.
  • We offer 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.

If you are an optimist and keen to join a growing team focused on innovative services and cutting-edge products, then reach out to us now.



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