Analista de Suporte Técnico

Accountabilities

• Manage support requests throughout their lifecycle, from ticket registration and classification to resolution, ensuring compliance with service-level agreements (SLAs) and service-level objectives (SLOs).

• Investigate, analyze, and resolve incidents and user questions by reviewing workflows, tracing request histories, and identifying root causes.

• Distinguish between business-rule issues, user questions, and basic integration failures to ensure accurate diagnosis and appropriate handling.

• Escalate complex incidents to higher support levels while keeping customers informed about progress and next steps.

• Validate system behavior and deliveries across production (PRD) and homologation/testing (HML) environments to support quality assurance.

• Use SQL to investigate issues and analyze relevant data, applying technical tools and structured troubleshooting procedures.

• Maintain clear, empathetic, and proactive communication with customers throughout the ticket lifecycle, including during escalations.

• Produce accurate, well-structured technical documentation and support records, following high standards of written Portuguese.

Requirements:

• Currently pursuing a degree in Information Technology or a related field, preferably from the fourth semester onward, or holding a completed degree.

• Intermediate knowledge of SQL, Postman, JSON, and basic BPMN.

• Intermediate Excel proficiency, including lookup functions, basic formulas, and spreadsheet organization.

• Ability to learn and work with customer support platforms such as Zendesk.

• Excellent written and verbal communication skills, with an emphasis on clarity, empathy, and professional Portuguese.

• Strong learning agility and commitment to continuous professional development.

• Customer-focused mindset, with the ability to understand the user's perspective and prioritize a positive support experience.

• Collaborative attitude, including the ability to offer and request help and communicate effectively with different teams.

• Proactivity, organization, and a strong sense of responsibility.

• Commitment to ethical conduct, honesty, respect, quality, and careful delivery.

• Availability to travel and residence in Belo Horizonte or its metropolitan area, or São Paulo or its metropolitan area.

Nice to have:

• Previous experience in customer service, technical support, help desk, or customer relationship management.

• Advanced SQL knowledge and the ability to interpret data structures during incident investigations.

• Basic knowledge of administrative law, social security law, or procedures involving court-ordered payments and government debt claims.

Benefits:

• Health insurance.

• Life insurance.

• Discounts and special offers for pharmacies, nutritionists, and psychologists.

• Clude wellness app and TotalPass access to a network of gyms.

• Workplace exercise and movement sessions.

• Meal allowance.

• Caju benefits card, including a special birthday gift.

• Education assistance to support academic and professional development.

• Reading allowance.

• Ongoing learning and career development initiatives.

• Innovation program that encourages employees to contribute ideas.

• Dual-screen equipment to support productivity.

• FreeDay benefit.

• Dedicated time and encouragement to disconnect and rest.

• Time off to celebrate graduation.

• Gifts to celebrate the arrival of employees’ new children and support their return from paternity leave.

• Collaborative and supportive work environment.

• Eco-friendly welcome kit and sustainability initiatives.

• Virtual team celebrations and year-round employee engagement campaigns.