This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Global Service Desk Analyst based in Brazil.
Join a global technology environment where customer experience, innovation, and operational excellence are at the heart of every interaction. In this role, you will provide first-line functional and technical support for advanced supply chain software solutions used by organizations worldwide. Working in a fully remote setting, you will collaborate with international teams, troubleshoot complex customer issues, and contribute to service improvements that directly impact business performance. This opportunity is ideal for professionals who enjoy problem-solving, thrive in fast-paced environments, and are passionate about delivering exceptional support experiences. You will gain exposure to cutting-edge technologies while developing expertise in enterprise software and global customer operations.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Global Service Desk Analyst based in Brazil.
Join a global technology environment where customer experience, innovation, and operational excellence are at the heart of every interaction. In this role, you will provide first-line functional and technical support for advanced supply chain software solutions used by organizations worldwide. Working in a fully remote setting, you will collaborate with international teams, troubleshoot complex customer issues, and contribute to service improvements that directly impact business performance. This opportunity is ideal for professionals who enjoy problem-solving, thrive in fast-paced environments, and are passionate about delivering exceptional support experiences. You will gain exposure to cutting-edge technologies while developing expertise in enterprise software and global customer operations.
Accountabilities:
- Deliver Tier 1 functional and technical support through phone, email, and ticketing systems, ensuring timely and effective issue resolution.
- Investigate, document, and troubleshoot software-related incidents, gathering all relevant information to support efficient case handling.
- Assess and prioritize incoming requests, escalating cases to appropriate internal teams or specialists when necessary.
- Maintain accurate case documentation and ensure compliance with defined service level agreements (SLAs) for response and resolution times.
- Collaborate closely with internal stakeholders, external partners, and third-party vendors to resolve customer issues effectively.
- Support critical incident management processes by identifying severity levels and ensuring appropriate escalation paths are followed.
- Contribute to knowledge management initiatives by creating and maintaining documentation, runbooks, and support procedures.
- Deliver outstanding customer experiences through active listening, empathy, and clear communication while consistently meeting customer satisfaction targets.
- Fluency in English with excellent verbal and written communication skills.
- Previous experience in technical customer support, service desk operations, or IT support environments (0–1 year experience considered).
- Strong analytical thinking, troubleshooting capabilities, and problem-solving skills.
- Ability to manage multiple priorities, work independently, and adapt quickly to changing business needs.
- Customer-centric mindset with strong interpersonal skills and a collaborative approach to teamwork.
- Familiarity with ticketing platforms such as ServiceNow or similar service management tools is an advantage.
- Knowledge of supply chain software, warehouse management systems, inventory management, or related enterprise solutions is a plus.
- Exposure to SQL, Oracle databases, stored procedures, operating systems, RF hardware, labeling solutions, or voice technologies would be beneficial.
- Demonstrated integrity, accountability, and a proactive attitude toward continuous learning and improvement.
- Fully remote work opportunity based in Brazil.
- Exposure to international projects and collaboration with global teams.
- Career growth opportunities within a fast-evolving technology environment.
- Ongoing learning and professional development opportunities.
- Inclusive, diverse, and people-focused company culture.
- Access to innovative technologies and enterprise software solutions.
- Supportive environment that encourages collaboration, innovation, and continuous improvement.
- Opportunity to build expertise in supply chain technologies and global customer operations.