Analista de Suporte JR - Noturno

Job description

**This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for an Analista de Suporte JR - Noturno based in Brazil.** In this role, you will help ensure the quality, reliability, and efficiency of technical services supporting vehicle tracking, fleet management, and Internet of Things (IoT) solutions. You will review technical service records, validate equipment installations and maintenance procedures, and ensure that field operations meet established quality standards. Working remotely, you will collaborate with customer support, scheduling, engineering, and operations teams to identify issues and improve service delivery. Your attention to detail and technical problem-solving skills will contribute to reliable vehicle tracking systems and a better customer experience. This opportunity is ideal for an organized, customer-focused professional looking to develop their technical support skills in an innovative technology environment. The position follows a night shift schedule, offering the chance to contribute to essential operations while supporting continuous service quality. ### Accountabilities - **Technical service validation:** Analyze and validate the execution of technical services, ensuring that completed work complies with established quality standards, procedures, and operational requirements. - **Equipment installation and maintenance checks:** Verify that tracking devices and related equipment have been correctly installed and maintained in vehicles, including checking wiring, connections, positioning, and secure attachment. - **Service order verification:** Work closely with the scheduling team to confirm that service orders have been properly completed, documented, and closed. - **Quality assurance:** Review maintenance activities against technical specifications and operational guidelines, identifying inconsistencies, incomplete work, or potential quality issues. - **Issue identification and resolution:** Investigate discrepancies in technical service execution and coordinate with the appropriate teams to support corrective actions and prevent recurring problems. - **Cross-functional collaboration:** Work with Level 1 Support (N1), Engineering, and Operations teams to develop solutions that improve the efficiency, reliability, and quality of field services. - **Process improvement:** Identify opportunities to optimize technical validation workflows, strengthen operational controls, and improve the overall customer experience. - **Documentation and reporting:** Maintain accurate service records and communicate relevant findings to support traceability, quality monitoring, and informed operational decisions. - **Customer service support:** Apply customer service experience and clear communication to help coordinate service-related requests and ensure issues are handled efficiently. ## Requirements - **Education:** Technical qualification, associate-level technology degree, or bachelor's degree in a relevant field. - **Office software proficiency:** Familiarity with Microsoft Office tools for managing records, reviewing information, and preparing basic reports. - **Customer service experience:** Previous experience in customer service or support, with the ability to understand requests, communicate clearly, and contribute to effective issue resolution. - **Support platforms:** Experience using Zendesk or similar customer service and ticket management tools. - **Technical aptitude:** Ability to understand technical procedures and validate equipment installation and maintenance activities, including wiring, connections, and proper device attachment. - **Attention to detail:** Strong organizational skills and the ability to identify inconsistencies, verify information, and ensure compliance with established procedures. - **Problem-solving skills:** A proactive approach to investigating issues, identifying root causes, and collaborating with other teams to implement appropriate solutions. - **Communication and teamwork:** Ability to communicate findings clearly, coordinate with multiple departments, and contribute positively to a collaborative work environment. - **Adaptability and ownership:** Willingness to learn new technologies, follow operational standards, and take responsibility for the quality and accuracy of assigned tasks. - **Night shift availability:** Availability to work remotely from 11:00 p.m. to 6:00 a.m., Monday through Saturday. - **Inclusive workplace:** Applications are encouraged from LGBTQIAP+ people, Black professionals, women, Indigenous people, and candidates over 40, in line with the role's affirmative hiring commitments. ## Benefits - **Remote work:** Fully remote working arrangement. - **Employment contract:** Full-time employment under the Brazilian CLT regime. - **Healthcare:** Medical and dental assistance. - **Food allowance:** Meal or food allowance to support everyday expenses. - **Life insurance:** Life insurance coverage. - **Pharmacy partnership:** Access to pharmacy-related discounts or benefits. - **Performance incentives:** Profit-sharing program (PLR). - **Education support:** Study incentive program to encourage continued learning and professional development. - **Corporate phone:** Company-provided mobile phone. - **Travel discounts:** Access to Onhappy, a platform offering travel discounts. - **Fitness and wellness:** Access to Wellhub, formerly Gympass, for fitness and wellness activities. - **Mental health support:** Access to Zenklub's well-being services.