Job Summary: We are seeking a First-Line Support Analyst to join our team, ensuring a differentiated support experience for strategic customers and coordinating internal teams. Key Highlights: 1. A close and collaborative team with an excellent working atmosphere. 2. An innovative, transparent, and continuously evolving environment. 3. A continuous training plan and professional development program. **Description:** ---------------- Would you like to join our **Support** team? Are challenges motivating for you? Then this opportunity is for you. At **Facephi**, we are looking to onboard a **First-Line Support Analyst** who wants to add value, work collaboratively, and deliver empathetic and professional support experiences to our customers. The position aims to guarantee a differentiated support experience for strategic customers, acting as the operational point of contact, proactively tracking incidents and requests, coordinating internal teams, and maintaining clear and effective communication with customers. **Main Responsibilities:** * Tracking and coordination of incidents, requests, and operational risks. * Operational management of strategic accounts. * Coordination among Customer Support, Customer Success, and technical teams. * Proactive communication with customers regarding progress, risks, and action plans. * Identification of opportunities for process improvement and optimization. **What We Offer:** * A close, collaborative team with an excellent working atmosphere. * An innovative, transparent, and continuously evolving environment. * Remote work modality. * A continuous training plan and professional development program. * Flexible holidays. **Requirements:** --------------- * *Knowledge of Service Desk* * *Writing and updating technical documentation and reports.* * *Project management knowledge.* * *Intermediate/advanced spoken and written English. Knowledge of other languages, especially Portuguese, is a plus.* * *Analytical ability* * *Platforms: Linux, Windows, Apache Tomcat, AWS, SQL/MySSQL.* * *Customer orientation, with strengths in analysis, diagnosis, and resolution of issues in Web/Mobile environments.* * *Excellent written communication; currently all customer interaction occurs via this channel.* * *Ability to work in dynamic environments, adapting to changes in priorities, processes, or tools.* * *Proactivity, with a focus on resolving cases at the first level before escalating to other teams.* * *Ability to analyze, prioritize, and accurately document tickets, ensuring correct field population, priority assignment, impact assessment, and tracking.* * *Professional and collaborative internal conduct, working aligned and respectfully with other teams.* * *Commitment to meeting Service Level Agreements (SLAs).* * *Availability to perform paid rotating on-call duties on weekends and holidays.* * *Prior experience in technical support or customer technical assistance, as well as written Portuguese proficiency, will be highly valued.* * *Familiarity with ticketing and incident management tools will be considered an asset.* **Who Are We Looking For?** This opportunity is designed for an **advanced student in technology-related fields or a candidate with at least two years of prior experience in technical support**, seeking a dynamic, collaborative environment focused on service quality, where they can continue learning and developing professionally.
Valentina Rodríguez
Indeed · HR
Valentina Rodríguez
Indeed · HR
