Senior Support Analyst

We are tech transformation specialists, uniting human expertise with AI to create scalable tech solutions.With over ***** 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 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.ResponsibilitiesDaily 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 platformAnd many moreMore 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.