Mid-Level Support Analyst

🔥 7 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 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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SoftExpert - Software for Excellence

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1995

🏥 Healthcare

📦 Logistics

🏭 Manufacturing

Healthcare • Logistics • Manufacturing

SoftExpert is an integrated software suite designed to enhance performance excellence across various organizations. The platform offers comprehensive solutions including Business Process Management (BPM), Enterprise Resource Management (ERM), Environmental, Social, and Corporate Governance (ESG), and Quality Management systems, among others. SoftExpert empowers companies to automate processes, ensure compliance with regulatory standards, drive innovation, and improve overall operational efficiency through a user-friendly interface and modular architecture.

📋 Description

• Provide technical support to customers, ensuring responsive, consultative, and high-quality service • Analyze and diagnose incoming requests, identifying the root cause before escalating them to other teams • Log, track, and resolve tickets while keeping customers informed throughout the support process • Work closely with internal teams, including Product, Cloud, and Consulting, to ensure requests are resolved • Support domestic and international customers in Portuguese and Spanish • Meet established SLAs and monitor the team’s performance metrics • Contribute to updating the knowledge base and standardizing support processes • Continuously develop technical expertise and improve processes, proposing enhancements whenever necessary

🎯 Requirements

• Previous experience in technical support or customer service within a technology environment • Advanced or fluent Spanish • Knowledge of Windows operating systems and Microsoft Office • Knowledge of networking, basic communication protocols, and troubleshooting • Experience with ticketing and ticket-tracking tools • A completed or ongoing bachelor’s degree in Information Technology, Information Systems, Computer Science, or a related field is a plus • Experience providing customer service at technology or software companies is a plus • Experience with ITSM or Service Desk tools is a plus • Knowledge of SQL databases for basic queries is a plus • Knowledge of web applications, APIs, or Cloud platforms is a plus • Experience with ERP systems, BPM, or enterprise management platforms is a plus • Support, ITIL, or Customer Service certifications or courses are a plus

🏖️ Benefits

• Unimed Health Plan: No monthly premium for the employee and only 30% copayment • Special annual profit-sharing bonus • Meal or Food Voucher of BRL 950.00, with no payroll deduction • Education Assistance: scholarships for language courses, undergraduate and graduate programs, or specializations, with monthly reimbursement of up to 70% • TotalPass with access to gyms, psychologists, and nutritionists throughout Brazil, at an exclusive discounted rate • Dental Plan with three comprehensive plan options available throughout Brazil • Employee Referral Program with bonuses credited to your Flash card • Free online courses developed by SoftExpert • Internal and external training programs • Pharmacy discount program • Life insurance • Pet discount program