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.