Bilingual Support Analyst, Junior

• Handle phone calls in Portuguese and Spanish
• Monitor the IT support mailbox
• Create incidents and service requests in ServiceNow
• Resolve incidents and service requests within the scope of eligibility
• Resolve simple issues, such as password resets
• Assign tickets to other IT support teams
• Complete simple requests that take only a few minutes
• Assign more complex requests to the administrator and other IT teams
• Deliver customer-focused support with an emphasis on service excellence and quality

• Advanced conversational Spanish
• Knowledge of ITSM tools
• Deliver an excellent customer experience over the phone
• Preferred qualifications: Experience in service desk operations, ITIL 4, and Active Directory
• Strong communication skills and the ability to express yourself clearly when building relationships
• Strong written Portuguese skills
• Customer-focused, dependable with attendance, and responsible for managing working hours
• Strong interpersonal skills to foster team collaboration and synergy
• Maturity when handling crises and new challenges

• Employment under Brazilian labor law (CLT)
• Remote work
• Meal or food allowance
• Discounts on courses, universities, and language institutions
• Stefanini Academy — a platform offering free, up-to-date online courses with certificates
• Mentoring
• Benefits club offering discounts on consultations and medical tests
• Medical insurance
• Dental insurance
• Benefits and discounts at leading establishments
• Travel club
• Pet benefits program