Support Analyst – Junior

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Zuri

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1998

☁️ SaaS

🤝 B2B

🏢 Enterprise

SaaS • B2B • Enterprise

Zuri is a low-code business process automation (BPA) platform that helps organizations automate workflows, integrate systems, and orchestrate RPA bots and AI tools to accelerate hyperautomation. The company empowers citizen developers and operations teams to build personalized workflows, standardize data, generate reports, and connect to existing systems to reduce errors, costs and operational risk while increasing speed, productivity and ROI. Zuri offers SaaS platform capabilities focused on workflow automation, integrations, reporting and enterprise process efficiency.

📋 Description

• 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.