Senior Support Analyst

1 semana atrás

Belo Horizonte, Brasil Day.Io - Time Tracking & Shifts Tempo inteiro

We are Oitchau , a fast-growing technology startup transforming how businesses manage time and attendance through intelligent HR solutions.We offer a comprehensive SaaS platform, mobile apps (iOS and Android), a tablet app, an open API, and native integrations with partners.Our Support team ensures clients have a seamless experience across all our products.We provide reactive support via chat and email, using Zendesk, assisting both SMB and Enterprise (Giants) clients.Key Responsibilities: Handle complex support cases from Enterprise and Giant clients via email, offering technical guidance on our platform, mobile apps, tablet app, API, and native integrations.Reproduce and analyze bugs, identify root causes, and communicate findings clearly to clients and internal teams.Create and prioritize bug reports with Product and Engineering, following internal workflows and standards.Own the QA process for reported issues until resolution and deployment.Mentor and support junior analysts, acting as a secondary team lead and contributing to team development.Maintain strong performance across support KPIs, ensuring SLA compliance and a high-quality client experience.Suggest and help implement process improvements and automations to enhance team efficiency.Utilize AI tools to streamline workflows and optimize support delivery.Requirements: Must have: Advanced English – strong written and verbal communication skills.Solid understanding of REST APIs and hands-on experience with Postman .Experience using support platforms like Zendesk or similar.Analytical mindset and solution-driven approach to technical challenges.Excellent interpersonal skills, especially when working with enterprise clients or non-technical users.Ability to work well under pressure and manage urgent or escalated issues.Strong sense of ownership and team collaboration.Experience mentoring peers or junior team members.Bachelor's degree completed or in progress.Nice to have: Experience in SaaS startups or HR tech companies.Familiarity with system integrations , automation, or data analysis tools.Participation in support process improvement initiatives.Interest in applying AI tools to optimize support and workflows.Benefits: Flexible Benefits; Transportation or Mobility Allowance; Health & Dental Plans; Life Insurance; Birthday Day Off; Gympass & Totalpass; Hybrid Work Model: Work from the office 3 times a week, with mandatory office presence during the last week of each month.

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