Global Service Desk Analyst

🔥 2 hours ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Analyst

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Just posted.
• Jobs at this company usually fill in 24 days.
• No salary listed.

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Infios

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

📦 Logistics

B2B • Logistics

Infios is dedicated to improving supply chains for businesses of all sizes, emphasizing adaptability and innovation in their solutions. They empower over 5,000 customers in 70 countries by providing technology that simplifies operations, optimizes efficiency, and drives measurable impact in various business environments.

📋 Description

• Provide comprehensive functional and technical support through phone and ticketing systems • Gather initial information to understand and troubleshoot software-related issues • Document relevant information accurately in the ticketing system • Assess and triage support cases, routing them to appropriate internal teams • Maintain clear and concise communication with customers and internal teams • Meet defined SLAs for first response and resolution of support cases • Collaborate with internal teams, external partners, and third-party vendors • Escalate tickets to appropriate teams or support levels when necessary • Handle critical responses and escalate cases based on severity • Maintain a low unanswered-call rate • Resolve issues using defined runbooks, policies, and procedures • Curate documentation to expand the Tier 1 service footprint • Meet or exceed the required customer service satisfaction score • Report to the Manager, Tier 1 Support

🎯 Requirements

• Strong customer service skills and ability to multi-task • Strong analytical, troubleshooting, and problem-solving skills • Ability to prioritize tasks and self-manage • Ability to quickly learn and expand knowledge in relevant processes and applications • Excellent listening, oral, and written communication skills with strong interpersonal skills • Strong sense of teamwork, integrity, and positive attitude • 0-1 year technical customer support experience • Fluency in English • Experience or industry knowledge in supply chain software such as warehouse management solutions or order/inventory management solutions preferred • Experience with database (SQL / Oracle) queries and stored procedures preferred • Experience with operating systems and RF hardware preferred • Labeling (Bartender) experience a plus • Voice software expertise in Honeywell preferred • Prior experience with ServiceNow or another industry-standard ticketing system preferred

🏖️ Benefits

• Equal-opportunity employer committed to inclusion in the workplace • Reasonable accommodations for individuals with disabilities during the recruiting process • Tools and opportunities to build the future you envision • Career growth and development opportunities

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