Junior Trilingual Support Analyst – English, Spanish
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Job Description
Technical Support Analyst delivering remote technical support and assistance for Stefanini's clients. Responsible for handling incidents and ensuring quality service in a dynamic environment.
Responsibilities:
- Attend to and log user requests in the ticket management system
- Categorize and prioritize tickets according to rules and criteria defined by the client
- Inform users when a request is outside the contracted scope
- Provide support and resolve tickets via phone and/or remote access
- Provide support related to infrastructure and system usage
- Work on resolving incidents related to:
- unauthorized access
- viruses
- software reinstallation
- general technical support
- Log and route tickets related to:
- hardware
- software
- infrastructure
- service requests
- on-site support
- data recovery
- Resolve tickets eligible for FCR (First Call Resolution)
- Create and escalate critical incident tickets when necessary
- Ensure quality in service and follow-up on user requests.
Requirements:
- Completed higher education (Bachelor's degree)
- Experience with Service Desk, Help Desk, or Technical Support
- Experience with remote support and ticketing tools
- Experience supporting infrastructure, hardware, and software
- Knowledge of troubleshooting and incident resolution
- Advanced/Fluent Spanish
- Advanced/Fluent English
- Advanced/Fluent Portuguese
- Good communication skills, organized, and analytical profile
- Ability to work in a dynamic, multicultural environment.
Benefits:
- Meal or food voucher
- Discounts on courses, universities, and language institutions
- Stefanini Academy — platform with free, up-to-date online courses and certificates
- Mentoring
- Benefits club for medical consultations and exams
- Health insurance
- Dental insurance
- Discount and benefits club at top partner establishments
- Travel club
- Pet care benefits
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