Service Desk Analyst
If you are looking for a meaningful career where people work and act with passion, rethink the existing and always strive to find the best solution - you have come to the right place. We develop future technologies to relentlessly make supply chains better.
We are a leader in supply chain software solutions, helping organizations streamline operations, reduce costs, and improve efficiency.
Global Service Desk Analyst - Bilingue
Location: Brazil | Remote
Infios prides itself on providing industry leading supply chain solutions to our customers. We foster a culture of customer service and innovation, while working to provide unique solutions to problems faced by companies across the globe.
The Global Service Desk Analyst is an individual contributor position within the Infios Supply Chain Global Customer Support department (GCS). This position reports to the Manager, Tier 1 Support. The position provides functional and technical support for the various Supply Chain Software products at Infios .
About You:
As a Global Service Desk Analyst at Infios , you are dedicated to delivering exceptional functional and technical support for our suite of Supply Chain Software products. Your role is centered around providing comprehensive assistance through both phone and ticketing systems to customers.
With a strong foundation in customer service, you are adept at multitasking, prioritizing tasks, and employing analytical and troubleshooting skills to resolve software-related issues efficiently.
You thrive in collaborative environments and excel at maintaining clear and concise communication with both customers and internal teams. Your ability to quickly learn and expand knowledge in relevant processes and applications allows you to adapt swiftly to evolving challenges.
Embracing a customer-centric approach, you utilize active listening, empathy, and emotional intelligence to handle customer interactions with care. Your goal is not only to resolve issues promptly but also to empower customers through effective communication and documentation.
Responsibilities:
Provide comprehensive support through both phone and ticketing system.
Gather initial information to understand and troubleshoot software-related issues.
Document all relevant information accurately in the ticketing system.
Assess and triage support cases, routing them to the appropriate internal teams.
Maintain clear and concise communication with customers and internal teams.
Meet defined SLAs for first response and resolution of support cases.
Collaborate effectively with internal teams, external partners, and third-party vendors.
Escalate tickets to appropriate teams or levels of support when necessary.
Maintain a low percentage of cases escalated due to case hygiene or failure to meet SLA.
Handle critical responses and escalate cases based on severity.
Maintain a low call unanswered rate to ensure customer phone calls are promptly addressed.
Resolve issues based on defined runbooks, policies, and procedures.
Curate various types of documentation utilized to expand the footprint of the Tier 1 service.
Utilize active listening, empathy, and other emotional intelligent skills to properly handle customer interactions.
Meet or exceed the defined required customer service satisfaction score.
Required:
Strong customer service skills and ability to multi-task
Strong analytical, troubleshooting, and problem-solving skills
Ability to prioritize tasks and self-manage
Ability to quickly learn and expand knowledge in relevant processes and application as part of day to day.
Excellent listening, oral, and written communication skills with strong interpersonal skills.
Possess strong sense of teamwork, integrity, and positive attitude.
0-1 year technical customer support experience.
Fluency in English
Preferred:
Experience or industry knowledge in supply chain software such as warehouse management solutions or order/ invent