BILINGUAL SUPPORT ANALYST JR N1

At Grupo Stefanini, we believe in the power of collaboration. We co-create innovative solutions in partnership with our clients, combining cutting-edge technology, artificial intelligence, and human creativity. We are at the forefront of solving business problems, providing real impact on a global scale. By joining Stefanini, you become part of a global journey of transformation. We are committed to creating a positive impact not only on businesses but also on the lives of our employees. If you are looking for an opportunity for professional growth in a company that values innovation, respect, autonomy, and partnership, you have found it here! Join us and be part of the change!

Responsibilities and assignments

• Attend to and register all requests from users registered in the ticket management system.
• Categorize and prioritize tickets according to the rules defined by the client.
• Inform the user when the request is not part of the contracted scope.
• Resolve tickets by telephone and/or remote control.
• Resolve doubts regarding infrastructure and its use.
• Resolve incidents related to improper access, viruses, software reinstallation.
• Register and forward tickets related to hardware, software, infrastructure problems of responsibility, service requests, tickets that require local service, data recovery.
• Solve eligible FCR (First Call Resolution) tickets.
• Create Critical Incident tickets for escalation.

Requirements and qualifications

• Knowledge in IT Support
• Good written and oral communication
• Advanced English for conversation

Additional information

• CLT hiring
• Remote work
• 6x1 schedule (initially, to be adjusted later as necessary)
• Hours: 7am to 2:40pm
• 🍛 Meal voucher or food voucher;
• 👨🏼‍🎓 Discount on courses, universities, and language institutions;
• 📚 Academia Stefanini — platform with free, updated online courses with certificates;
• 🗣 Mentoring;
• 💉 Advantages club for consultations and exams;
• 🏥 Medical assistance;
• 🦷 Dental assistance;
• 💰 Advantages and discount club at the best establishments;
• 🛫 Travel club;
• 🐶 Pet benefits.