Service Desk Analyst

The Global Service Desk Analyst at Infios provides functional and technical support for supply chain software products, assisting customers via phone and ticketing systems. The role emphasizes customer service, troubleshooting, and collaboration within a global support team.

Location: Brazil | Remote

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.

Requirements

• 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.