[Job - 25620] Senior Support Analyst (Spanish required), Brazil

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CI&T

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Artificial Intelligence • Cloud Services • SaaS

CI&T é especialista global em transformação tecnológica, ajudando organizações a trilhar sua jornada tecnológica. Com serviços que vão de modernização de aplicações e soluções em cloud a data analytics com IA e experiência do cliente, a CI&T capacita negócios a acelerar o crescimento e maximizar a eficiência operacional. A empresa enfatiza design de produtos digitais, consultoria estratégica e experiências imersivas, assegurando um suporte robusto para empresas de diversos setores.

5001 - 10000 funcionários

Fundada em 1995

🤖 Inteligência Artificial

☁️ SaaS

💰 $5.500.000 Venture Round em 2014-04

Descrição

• Daily Customer Contact: Maintain regular communication with clients to follow up on tickets and ensure satisfaction. • Point of Contact: Act as the primary contact for Level 1 and Level 2 technical support, ensuring efficient and timely ticket resolution. • Ticket Triage and Analysis: Perform ticket triage using SQL databases (via DBeaver) and other client tools, such as CRM systems and Power BI dashboards, for comprehensive analysis. • Ticket Management: Classify, prioritize, and route tickets to the appropriate queues, ensuring organization and efficiency in the request management process. • Problem Resolution: Effectively resolve L1 and L2 tickets, providing solutions that meet end-user needs and promote customer satisfaction. • Ticket Closure: Finalize tickets, ensuring that responses and solutions are communicated clearly and satisfactorily to the end user. • Interaction Logging: Use ticket management platforms such as Zendesk to record and monitor all customer interactions. • Performance Analysis: Prepare reports and monitor support metrics such as MTTR (Mean Time To Repair), MTTD (Mean Time To Detect), SLA (Service Level Agreement), and the number of open and closed tickets.

🎯 Requisitos

• Spanish Fluency: Fluent communication in Spanish is mandatory. • High intermediate English Level • Technical Support Experience: Proven experience in L1 and L2 technical support. • Tool Familiarity: Knowledge of ticket management platforms, preferably Zendesk. • SQL Skills: Ability to perform queries in SQL database views (using DBeaver) and utilize other client tools such as CRM systems and Power BI. • Organization and Attention to Detail: Excellent organizational skills and strong attention to detail, especially when classifying and routing tickets to L3 queues. • Metrics Analysis: Knowledge of support metrics and the ability to generate analytical reports will be considered a plus.

🏖️ Benefícios

• Health and dental insurance • Meal and food allowance • Childcare assistance • Extended paternity leave • Partnership with gyms and health and wellness professionals via Wellhub (Gympass) TotalPass; • Profit Sharing and Results Participation (PLR); • Life insurance • Continuous learning platform (CI&T University); • Discount club • Free online platform dedicated to physical, mental, and overall well-being • Pregnancy and responsible parenting course • Partnerships with online learning platforms • Language learning platform • And many more!