Analista de Suporte Técnico

Accountabilities:

• • Provide technical support to customers through phone, email, chat, and support portal channels.
  • Understand customer needs, technical questions, and reported issues, assessing their potential impact on business operations.
  • Diagnose technical problems and proactively contribute to identifying appropriate solutions.
  • Monitor support tickets throughout their lifecycle, ensuring timely follow-up and prioritizing cases when necessary.
  • Investigate inconsistencies and technical incidents, identifying potential root causes and recommending corrective actions.
  • Collaborate with internal technical teams and customers to clarify issues, troubleshoot systems, and coordinate resolution.
  • Provide clear guidance and technical explanations to customers and internal stakeholders.
  • Contribute to improving support processes by identifying recurring issues, opportunities for prevention, and potential enhancements.
  • Maintain a customer-focused approach while balancing technical investigation, urgency, and business impact.

  Requirements:

  • At least 1 year of experience providing technical support to users, customers, or software systems.
  • Basic to intermediate knowledge of Microsoft operating systems.
  • Basic to intermediate knowledge of computer networks and cloud environments.
  • Basic knowledge of database management systems.
  • Strong troubleshooting and analytical skills, with the ability to investigate problems and identify possible root causes.
  • Good communication and customer-service skills, with the ability to explain technical topics clearly.
  • Ability to prioritize multiple support requests and remain organized while managing different cases.
  • Proactive, collaborative, and solution-oriented mindset.
  • Experience in technical operations within alarm monitoring or remote concierge/monitoring companies is a plus.
  • Knowledge of alarm systems, CCTV/video surveillance, or access control solutions is desirable.
  • Familiarity with AI tools is an additional advantage.

  Benefits:

  • 100% remote work model.
  • Meal and food allowance.
  • Health insurance with 50% paid by the company and 50% by the employee.
  • Dental insurance with 50% paid by the company and 50% by the employee.
  • Home-office allowance.
  • Day off during your birthday month.
  • Extended maternity and paternity leave.
  • TotalPass wellness platform with access to gyms, sports, Pilates, martial arts, nutrition, and other activities.
  • Mastercard Surpreenda program.
  • Access to emotional and mental well-being platforms, including Psychology Viva, ZenClub, and Vittude.
  • Professional development and training program, according to company policy.
  • Inclusive environment welcoming qualified candidates regardless of race, color, religion, age, gender, nationality, disability, or family status.