Support Analyst

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October 31

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ION Sistemas

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SaaS • Enterprise • eCommerce

ION Sistemas is a Brazilian software company that provides cloud-based sales force automation and distribution solutions for wholesalers, distributors and field sales teams. Its modular SaaS platform includes tools for sales management, route planning, B2B/B2C e-commerce, payment processing (PIX, cards), digital catalogs, reporting, supervisor dashboards and industry-specific features for pharmaceutical sales. ION integrates with major ERPs and emphasizes improving sales efficiency, logistics for pronta entrega, and data-driven decision-making with AI-powered modules.

51 - 200 employees

Founded 2014

☁️ SaaS

🏢 Enterprise

🛍️ eCommerce

📋 Description

• Provide initial technical support by identifying and analyzing support tickets. • Use the knowledge base to provide solutions or route tickets to the appropriate teams. • Classify and prioritize support tickets according to established parameters, ensuring deadlines are met. • Monitor ticket status to ensure timely and effective resolution. • Maintain clear and proactive communication with customers, updating them on the progress of their requests. • Collaborate with internal technical teams to resolve more complex issues. • Suggest improvements to support processes to enhance the operational efficiency of the team.

🎯 Requirements

• University degree in progress or completed in an IT-related field. • Experience in technical support and customer service. • Familiarity with ticket management and support systems. • Strong communication skills and interpersonal abilities. • Ability to solve problems quickly and effectively. • Proactive and organized when managing multiple tasks. • Experience with knowledge base tools and Agile methodologies is a plus.

🏖️ Benefits

• 100% remote work (Home Office). • Flexible schedule for a 40-hour workweek. • Birthday day off with a special iFood treat! • Meal or food allowance (provided even during vacation). • Health and dental plans 100% covered by the company. • Home-office allowance of R$100.00/month. • Home-office setup assistance (to help you personalize your home workspace). • Reimbursement for English, technology and related courses. • Convênio Araújo. • Gympass. • MetLife life insurance. • Psychological support. • Extended maternity and paternity leave.