Technical Support Analyst
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Job Description
Analista de suporte técnico atendendo clientes e investigando incidentes na plataforma de procuradoria digital da Attus. Triagem, SQL, validação de ambientes e escalonamento de chamados.
Responsibilities:
- Serve as the first point of contact and specialized frontline support for customer inquiries
- Manage the support process end to end, from ticket registration and classification through resolution
- Ensure compliance with SLAs and SLOs
- Investigate, analyze, and resolve incidents and questions using departmental tools to review workflows and identify root causes
- Determine whether an issue is a business rule error, a question about system usage, or a basic integration failure
- Escalate more complex tickets to higher support tiers
- Maintain proactive communication with customers regarding the progress of their requests
- Perform validations between production (PRD) and staging/acceptance (HML) environments
- Conduct analyses and investigations using SQL
- Maintain clear and proactive communication with customers throughout the entire ticket lifecycle
- Ensure a high standard of technical writing and proper use of Portuguese in ticket records
Requirements:
- Education: Currently pursuing or completed a degree in Information Technology or a related field; preferably at least in the fourth semester
- Intermediate knowledge of SQL, Postman, JSON, and basic BPMN
- Intermediate Excel proficiency, including lookup functions, basic formulas, and spreadsheet organization
- Ability to quickly learn support tools such as Zendesk
- Excellent written and verbal communication, with an emphasis on empathy, clarity, and concise language
- Quick learner
- Commitment to continuous learning
- Empathy for the customer's perspective and reasoning
- Focus on delivering the best possible customer experience
- Collaborative mindset, with the ability to offer and ask for help
- Strong communication skills for interacting with different departments
- Proactive and organized
- Alignment with the values of honesty and ethics, excellence and care in delivery, recognition, respect, and courtesy
- Availability to travel
- Must reside in Belo Horizonte, the capital or metropolitan area, or São Paulo, the capital or metropolitan area
- Previous experience in customer service, technical support, help desk, or customer relations is a plus
- Advanced SQL knowledge is a plus
- Basic knowledge of administrative or social security law, or of court-awarded payment orders and related procedures, is a plus
Benefits:
- Health insurance
- Life insurance
- Discount partnerships with pharmacies, nutritionists, and psychologists
- Wellness app (Clude)
- Total Pass
- Workplace exercise program
- Meal allowance
- Caju card, including a special birthday-month gift
- Education assistance
- Book allowance
- Continuous professional development
- Innovation Program
- Dual-monitor setup
- FreeDay
- Momento Off
- Time off for your graduation ceremony
- Gift for employees' new children
- Return-from-paternity-leave gift
- Supportive and collaborative work environment
- Eco-friendly welcome kit
- Sustainable culture
- Virtual social events
- Ongoing campaigns
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