Support Analyst – Junior
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Job Description
Junior Support Analyst providing tier 1 and tier 2 support in São Paulo. Responsible for client interaction, issue resolution, and communication with product teams.
Responsibilities:
- Handle N1 tickets and provide support for N2 analyses, ensuring accuracy, quality, and compliance with client SLAs;
- Triage tickets submitted by clients that are handled by support;
- Conduct meetings with clients to understand requirements and identify opportunities for improvement;
- Investigate reported issues and propose solutions to resolve identified problems;
- Perform root cause analysis for incidents and problems;
- Accurately classify tickets as bugs;
- Escalate to N3 by creating tickets in the service portal with all required information and evidence, following the product team's standards;
- Present proposed solutions and carry out internal validation (homologation) of tickets;
- Monitor the implementation of new product versions prior to production deployment in the client's environment;
Requirements:
- Currently pursuing a degree in Technology, Computer Science, Business Administration, Engineering or a related field;
- Quick learner with respect to tools and system configuration;
- Some experience with orchestration, configuration, and integration of processes and systems;
- Some experience and involvement in customer support or client-facing activities.
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