Analista de Suporte Técnico Júnior
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Job Description
Support Analyst role in BigDataCorp focusing on providing quality customer assistance in technical queries. Responsible for managing support through various tools and ensuring SLA compliance.
Responsibilities:
- Atendimento consultivo via Zendesk, Slack e telefone, garantindo o cumprimento rigoroso dos SLAs;
- Diagnosticar demandas utilizando Postman para testar nossas APIs e consultar documentações técnicas para fornecer respostas precisas;
- Executar e monitorar processamentos, realizando ajustes básicos em scripts Python para garantir a qualidade dos arquivos entregues;
- Acessar servidores (Linux/Windows), gerenciar entregas via S3 e manter o controle de processos atualizado via Google Sheets;
- Atuar prontamente sobre alertas no PagerDuty e Slack, seguindo playbooks técnicos e acionando a lista de escalonamento quando necessário.
Requirements:
- Atendimento consultivo via Zendesk, Slack e telefone, garantindo o cumprimento rigoroso dos SLAs;
- Diagnosticar demandas utilizando Postman para testar nossas APIs e consultar documentações técnicas para fornecer respostas precisas;
- Executar e monitorar processamentos, realizando ajustes básicos em scripts Python para garantir a qualidade dos arquivos entregues;
- Acessar servidores (Linux/Windows), gerenciar entregas via S3 e manter o controle de processos atualizado via Google Sheets;
- Atuar prontamente sobre alertas no PagerDuty e Slack, seguindo playbooks técnicos e acionando a lista de escalonamento quando necessário.
- Experiência prévia com Zendesk (ou ferramentas similares de ticketing) e controle de SLA;
- Conhecimento em APIs (Postman) e lógica de programação (capacidade de ler e rodar scripts em Python);
- Familiaridade com comandos básicos de Linux e navegação em servidores;
- Domínio de Google Sheets para controle de entregas e fluxos;
- Excelente escrita e habilidade de comunicação verbal (contato direto com cliente por telefone/reuniões);
- Capacidade de manter a calma e a educação em situações críticas, focando sempre na solução do problema;
- Iniciativa para consultar documentações e buscar autonomia no dia a dia.
Benefits:
- Trabalho 100% remoto (trabalhe de onde quiser)
- Escritório em RJ e SP com ambiente de trabalho descontraído (para quem quiser utilizar)
- Oportunidades de crescimento e desenvolvimento;
- Flexibilidade de horários (sim, mesmo em home office);
- Férias flexíveis (além do regime CLT);
- Plano de saúde e dental Bradesco;
- Seguro de vida em grupo;
- Benefício Refeição via cartão Caju;
- Auxílio mensal ao home office (móveis e internet);
- Vale Home Office;
- OrienteMe (apoio psicológico);
- Conexa Saúde (apoio psicológico e nutricional);
- Wellhub;
- Day Off para aniversários;
- Licença Maternidade de 6 meses;
- Licença Paternidade de 1 mês;
- Auxílio-creche;
- Convênio SESC;
- Game night (presencial no escritório do RJ e online no Discord);
- BDC Learning e BDC Decola (programa de desenvolvimento e crescimento dos nossos profissionais através do subsídio de treinamentos diversos, como cursos, palestras, livros e outros);
- Equipe unida e sempre pronta para apoiar.
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