Technical Support Case Handler responsible for managing technical support cases and delivering high - quality technical assistance. Focusing on diagnosing issues, prioritizing workload, and ensuring customer satisfaction through excellent communication.
AS
Hybrid Support Analyst – System Support, Administrative and Operational Modules
Posted 4 months ago
About the role
- Analista de Suporte delivering exceptional support for administrative and operational system modules. Involves problem-solving and client relationship management.
Responsibilities
- Provide outstanding level-1 support for the company's administrative and operational system modules to external clients via chat, email and phone using the Movidesk platform;
- Analyze, reproduce and resolve issues reported by clients, with a focus on identifying root causes;
- Identify and implement temporary workarounds for financial and system operational incidents to mitigate client impact;
- Enter clear and concise information into the system to ensure proper documentation and understanding of the support interaction;
- Monitor SLAs and manage follow-ups with clients, partners and internal teams;
- Analyze client request data to assess urgency and prioritize resolution;
- Build and maintain strong relationships with internal and external stakeholders;
- Proactively monitor for potential issues and propose solutions to the team to reduce bug incidence and support tickets.
Requirements
- Office Suite
- Integrated management systems for the retail sector
- Experience with integrated ERP processes, acting as a key user in managing and optimizing financial workflows
- Proficiency in posting, importing and reconciling bank statements
- Management of balances, provisions and ERP integrations
- Interpretation of payment acquirer files
- Analysis of discrepancies among sales, receivables and settlements
- Preparation and interpretation of managerial and accounting income statements (DRE)
- Proper allocation of revenues, expenses and costs
- Ability to analyze the financial impact of operational decisions.
Benefits
- Salary advance
- Health insurance
- Dental insurance
- Childcare assistance
- Home-office allowance
- Pharmacy discount program
- On-site exercise program (workplace wellness)
- Profit-sharing (PLR)
- Life insurance
- Food allowance
- Meal allowance
- Transportation allowance
- Employee discount club
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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