Technical Support Analyst

• Serve as the first point of contact and specialized frontline support for customer inquiries
• Manage the support process end to end, from ticket registration and classification through resolution
• Ensure compliance with SLAs and SLOs
• Investigate, analyze, and resolve incidents and questions using departmental tools to review workflows and identify root causes
• Determine whether an issue is a business rule error, a question about system usage, or a basic integration failure
• Escalate more complex tickets to higher support tiers
• Maintain proactive communication with customers regarding the progress of their requests
• Perform validations between production (PRD) and staging/acceptance (HML) environments
• Conduct analyses and investigations using SQL
• Maintain clear and proactive communication with customers throughout the entire ticket lifecycle
• Ensure a high standard of technical writing and proper use of Portuguese in ticket records

• Education: Currently pursuing or completed a degree in Information Technology or a related field; preferably at least in the fourth semester
• Intermediate knowledge of SQL, Postman, JSON, and basic BPMN
• Intermediate Excel proficiency, including lookup functions, basic formulas, and spreadsheet organization
• Ability to quickly learn support tools such as Zendesk
• Excellent written and verbal communication, with an emphasis on empathy, clarity, and concise language
• Quick learner
• Commitment to continuous learning
• Empathy for the customer's perspective and reasoning
• Focus on delivering the best possible customer experience
• Collaborative mindset, with the ability to offer and ask for help
• Strong communication skills for interacting with different departments
• Proactive and organized
• Alignment with the values of honesty and ethics, excellence and care in delivery, recognition, respect, and courtesy
• Availability to travel
• Must reside in Belo Horizonte, the capital or metropolitan area, or São Paulo, the capital or metropolitan area
• Previous experience in customer service, technical support, help desk, or customer relations is a plus
• Advanced SQL knowledge is a plus
• Basic knowledge of administrative or social security law, or of court-awarded payment orders and related procedures, is a plus

• Health insurance
• Life insurance
• Discount partnerships with pharmacies, nutritionists, and psychologists
• Wellness app (Clude)
• Total Pass
• Workplace exercise program
• Meal allowance
• Caju card, including a special birthday-month gift
• Education assistance
• Book allowance
• Continuous professional development
• Innovation Program
• Dual-monitor setup
• FreeDay
• Momento Off
• Time off for your graduation ceremony
• Gift for employees' new children
• Return-from-paternity-leave gift
• Supportive and collaborative work environment
• Eco-friendly welcome kit
• Sustainable culture
• Virtual social events
• Ongoing campaigns