Technical Support Analyst – Junior

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🔥 18 minutes ago

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Mercafacil

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2015

💼 Consulting

📣 Marketing

📦 Logistics

💰 Venture Round on 2021-12

Consulting • Marketing • Logistics

Mercafacil is a technology company designed to enhance the retail sector, particularly supermarkets, by utilizing customer behavior data to optimize sales strategies. Their comprehensive solutions integrate CRM, e-commerce, and trade promotions to improve customer retention and increase average transaction values. With over 4,500 stores using their platform and 100 integrated ERPs, Mercafacil aims to streamline operations and drive profitability for their clients in both physical and online retail environments.

📋 Description

• Provide efficient user support by handling tickets and requests related to system failures • Resolve basic hardware and software issues, including software installation, device configuration, and diagnosis of common errors • Identify issues that require higher-level intervention • Follow escalation and resolution procedures and protocols • Provide first-level Help Desk support via chat, WhatsApp, and email • Perform remote access sessions with clients when necessary • Analyze tickets and apply the necessary actions through to resolution • Monitor compliance with SLAs • Install and configure software such as VPN and Friday • Consult documentation and knowledge bases • Operate under a shift / on-call model

🎯 Requirements

• Experience in customer support • Basic knowledge of APIs • Basic knowledge of NoSQL and SQL databases • Basic knowledge of log debugging • Experience providing customer support in technology/software • Currently pursuing a technical or university degree in IT • Course in customer service / customer experience • Public speaking course or similar • Agility • Boldness / willingness to take initiative • Collaboration • Curiosity • Self-development • Pursuit of excellence • Commitment to inclusion • Prioritization skills • Resilience • Focus on problem resolution

🏖️ Benefits

• Medical insurance (SulAmérica or Central Nacional Unimed, depending on predominant region) for you and your dependents with no monthly fee; co-payment applies based on usage • Dental coverage (Odontoprev) for you and your dependents with no monthly fee; co-payment applies based on usage • 'Meu Doutor' — family doctor service available to employees and dependents enrolled in the medical plan • Program for expectant mothers • Free flu vaccination for you and your dependents • Prevenar 13 vaccination • Life insurance • Gympass • Extended maternity and paternity leave • Flexible benefits with the Caju card (meal and food vouchers) • Birthday off • Day off for house move • Extended gala leave • No dress code • Performance reviews • Corporate University • Culture of feedback and regular 1:1s