Technical Support Analyst

Job not on LinkedIn

🔥 18 hours ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Attus Procuradoria Digital

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

💼 Consulting

⚖️ Legal

🤖 Artificial Intelligence

Consulting • Legal • Artificial Intelligence

Attus Procuradoria Digital is an AI-powered SaaS platform designed for public procuradorias and legal departments. It uses generative AI and automations to read and synthesize legal documents (petitions, sentences, agreements), generate drafts and minute texts, monitor deadlines, distribute and manage cases, and support fiscal debt recovery through data hygiene and enrichment with government sources. The solution is trained and customized to each procuradoria's reality to help prosecutors, managers and advisors focus on strategic tasks while routine processing and automation run in the background.

📋 Description

• 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