External Identity Support Analyst providing advanced technical support for identity platforms. Ensuring stable and secure identity services across Managed Solution Support portfolio in a collaborative environment.
About the role
- Junior Support Analyst contributing to customer support and technology at Minha Biblioteca. Engaging with teams for efficient technical solutions while pursuing continuous improvements.
Responsibilities
- Responsible for handling, prioritizing, and resolving technical tickets, ensuring SLA compliance and customer satisfaction. Will work directly with the Sales, CS, Technology, and Innovation teams to ensure effective support and identify opportunities to improve processes;
- Respond to technical tickets according to expected standards, respecting SLAs;
- Prioritize tickets based on severity and urgency;
- Escalate critical tickets to higher support levels;
- Assist the Support and CS teams with ad-hoc requests;
- Provide customer support via phone, email, and chat;
- Identify opportunities to improve processes and tools.
Requirements
- Bachelor's degree completed or in progress in Computer Science, Information Systems, or related fields;
- Knowledge of Windows and the Microsoft Office suite;
- Experience providing technical support for systems and platforms (plus: experience with customer service/CRM tools).
Benefits
- Medical and Dental insurance (coverage extended to dependents);
- Meal allowance;
- Monthly stipend;
- TotalPass;
- Wellhub;
- Day off during the birthday month;
- Access to Minha Biblioteca's collection of over 15,000 books;
- Performance management tools that support career development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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