Global Service Desk Analyst

🔥 0 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Analyst

👻 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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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 functional and technical support for Infios Supply Chain Software products • Support customers through phone and ticketing systems • Gather information to troubleshoot software-related issues • Document relevant information accurately in the ticketing system • Assess and triage support cases and route them to appropriate internal teams • Communicate clearly with customers and internal teams • Meet defined SLAs for first response and resolution • Collaborate with internal teams, external partners, and third-party vendors • Escalate tickets and handle critical incidents based on severity • Resolve issues using established runbooks, policies, and procedures • Create and maintain documentation supporting Tier 1 services • Manage customer interactions using active listening, empathy, and emotional intelligence • Meet or exceed customer satisfaction targets

🎯 Requirements

• Strong customer service skills and ability to multitask effectively • Strong analytical, troubleshooting, and problem-solving skills • Ability to prioritize tasks and self-manage workload • Ability to quickly learn relevant processes and applications • Excellent verbal and written communication skills with strong interpersonal abilities • Strong sense of teamwork, integrity, and positive attitude • 0–1 year of technical customer support experience • Fluency in English is mandatory • Availability Monday–Friday, 9:00 AM–6:48 PM BRT

🏖️ Benefits

• Equal-opportunity employer committed to inclusion in the workplace • Reasonable accommodations during the recruiting process • Career development opportunities and tools to build the future you envision