Service Desk Analyst

🕒 September 8

🇧🇷 Brazil – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Analyst

👻 Ghost score 22%

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 Körber Supply Chain software products • Provide comprehensive support through phone and ticketing systems • Gather initial information to understand and troubleshoot software-related issues • Accurately document relevant information 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 • Resolve issues using defined runbooks, policies, and procedures • Curate documentation to expand the Tier 1 service footprint • Use active listening, empathy, and emotional intelligence in customer interactions • Meet or exceed required customer service satisfaction scores

🎯 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 • Preferred: experience or industry knowledge in supply chain software, including warehouse management or order/inventory management solutions • Preferred: experience with database SQL/Oracle queries and stored procedures • Preferred: experience with operating systems and RF hardware • Preferred: BarTender labeling experience • Preferred: Honeywell voice software expertise • Preferred: prior experience with ServiceNow or another industry-standard ticketing system

🏖️ Benefits

• Tools and opportunities to build the future you envision • Equal-opportunity and inclusive workplace • Reasonable accommodations during the recruiting process for individuals with disabilities