Senior Support Analyst
1 semana atrás
We are looking for a highly qualified L1 and L2 Support Analyst to join our dynamic and innovative team. The ideal candidate should possess exceptional customer service skills and be fluent in Spanish, contributing to the excellence of our support services.
Responsibilities
Daily Customer Contact: Maintain regular communication with clients to follow up on tickets and ensure satisfaction. Point of Contact: Act as the primary contact for Level 1 and Level 2 technical support, ensuring efficient and timely ticket resolution. Ticket Triage and Analysis: Perform ticket triage using SQL databases (via DBeaver) and other client tools, such as CRM systems and Power BI dashboards, for comprehensive analysis. Ticket Management: Classify, prioritize, and route tickets to the appropriate queues, ensuring organization and efficiency in the request management process. Problem Resolution: Effectively resolve L1 and L2 tickets, providing solutions that meet end-user needs and promote customer satisfaction. Ticket Closure: Finalize tickets, ensuring that responses and solutions are communicated clearly and satisfactorily to the end user. Interaction Logging: Use ticket management platforms such as Zendesk to record and monitor all customer interactions. Performance Analysis: Prepare reports and monitor support metrics such as MTTR (Mean Time To Repair), MTTD (Mean Time To Detect), SLA (Service Level Agreement), and the number of open and closed tickets.
Requirements
- Spanish Fluency: Fluent communication in Spanish is mandatory. - High intermediate English Level - Technical Support Experience: Proven experience in L1 and L2 technical support. - Tool Familiarity: Knowledge of ticket management platforms, preferably Zendesk. - SQL Skills: Ability to perform queries in SQL database views (using DBeaver) and utilize other client tools such as CRM systems and Power BI. - Organization and Attention to Detail: Excellent organizational skills and strong attention to detail, especially when classifying and routing tickets to L3 queues. - Metrics Analysis: Knowledge of support metrics and the ability to generate analytical reports will be considered a plus. Our benefits:
-Health and dental insurance -Meal and food allowance -Childcare assistance -Extended paternity leave -Partnership with gyms and health and wellness professionals via Wellhub (Gympass) TotalPass; -Profit Sharing and Results Participation (PLR); -Life insurance -Continuous learning platform (CI&T University); -Discount club -Free online platform dedicated to physical, mental, and overall well-being -Pregnancy and responsible parenting course -Partnerships with online learning platforms -Language learning platform And many more
More details about our benefits here:
At CI&T, inclusion starts at the first contact. If you are a person with a disability, it is important to present your assessment during the selection process. This way, we can ensure the support and accommodations that you deserve. If you do not yet have the assessment, don't worry: we can support you in obtaining it.
We have a dedicated Health and Well-being team, inclusion specialists, and affinity groups who will be with you at every stage. Count on us to make this journey side by side. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
-
Senior Support Analyst
Há 5 dias
Brasil CI&T Tempo inteiro R$80.000 - R$120.000 por anoWe are tech transformation specialists, uniting human expertise with AI to create scalable tech solutions. With over 7.400 CI&Ters around the world, we've built partnerships with more than 1,000 clients during our 30 years of history. Artificial Intelligence is our reality. We are looking for a highly qualified L1 and L2 Support Analyst to join our dynamic...
-
Senior Data Analyst
1 dia atrás
Brasil Rapida Solutions Tempo inteiroAbout Us Rapida Solutions is an international data consultancy with teams across Thailand, Australia, and Brazil. We help global organizations unlock value from their data through modern cloud platforms, advanced analytics, and tailored business solutions. As a certified Microsoft and Snowflake partner, we deliver data initiatives in industries like retail,...
-
Sap security-grc support analyst
1 semana atrás
Brasil Mouts TI Tempo inteiroBuscamos por um(a) SAP Security-GRC Support Analyst, para atuar de forma remota, que será responsável por: Responsabilidades: - Realizar análise de risco de perfis e de usuários através do GRC - Analisar e segregar conflitos em perfis de acesso - Atuar com times de auditoria interna e externa Requisitos: - Experiência sólida com SAP Security e...
-
Project Manager
3 semanas atrás
Brasil GeorgiaTEK Systems Inc. Tempo inteiro📋 We’re Hiring – Project Manager / Business Analyst (Production Support & Enhancement)📍 Location: Nearshore – Brazil (Remote)💼 Employment Type: Full-time 🕐 Experience: 5+ years About the Role We are seeking an experienced Project Manager / Business Analyst to lead production support and enhancement initiatives for enterprise applications....
-
Project Manager
3 semanas atrás
Brasil GeorgiaTEK Systems Inc. Tempo inteiroWe’re Hiring – Project Manager / Business Analyst (Production Support & Enhancement) Location: Nearshore – Brazil (Remote) Employment Type: Full-time Experience: 5+ years About the Role We are seeking an experienced Project Manager / Business Analyst to lead production support and enhancement initiatives for enterprise applications. The ideal...
-
Brasil Prometeo Talent Tempo inteiro R$80.000 - R$120.000 por anoAt Prometeo Talent we excel in connecting companies with exceptional technology and engineering professionals. We're partnering with a company that is supporting an U.S. based company in Los Angeles that is leading a major ERP integration project. We're looking for a Senior Business Analyst with a strategic mindset, solid analytical skills, and experience...
-
Senior Data Analyst
Há 2 dias
Brasil Rapida Solutions Tempo inteiroAbout Us Rapida Solutions is an international data consultancy with teams across Thailand, Australia, and Brazil. We help global organizations unlock value from their data through modern cloud platforms, advanced analytics, and tailored business solutions. As a certified Microsoft and Snowflake partner, we deliver data initiatives in industries like retail,...
-
Senior Data Analyst, Brazil
Há 3 dias
Brasil CI&T Tempo inteiro R$80.000 - R$120.000 por anoWe are tech transformation specialists, uniting human expertise with AI to create scalable tech solutions. With over 7.400 CI&Ters around the world, we've built partnerships with more than 1,000 clients during our 30 years of history. Artificial Intelligence is our reality. As CI&T grows, we seek a talented, motivated, and experienced Senior Data Analyst to...
-
Senior Data Analyst
Há 3 dias
Índio do Brasil Rapida Solutions Tempo inteiroAbout UsRapida Solutions is an international data consultancy with teams across Thailand, Australia, and Brazil. We help global organizations unlock value from their data through modern cloud platforms, advanced analytics, and tailored business solutions. As a certified Microsoft and Snowflake partner, we deliver data initiatives in industries like retail,...
-
Business Systems Analyst
2 semanas atrás
brasil Onebridge Tempo inteiroOnebridge, a Marlabs Company, is a global AI and Data Analytics Consulting Firm that empowers organizations worldwide to drive better outcomes through data and technology. Since 2005, we have partnered with some of the largest healthcare, life sciences, financial services, and government entities across the globe. We have an exciting opportunity for a highly...
