Job Description

**This is a hybrid role requiring 2 days/week in the Joinville office**

Tier 2 Support Analysts are responsible for provisioning, configuring, and troubleshooting the product, as well as supporting internal partners with client-facing issues. Depending on the complexity of customer needs, projects may range from a few days to several weeks, with Tier 2 specialists ensuring progress toward root cause resolution.

Our Tier 2 team works in a collaborative, problem-solving environment and takes pride in supporting both internal partners and clients. Analysts primarily partner with internal teams, but may also join client calls to provide technical guidance, clarify product behavior, and identify training opportunities. The goal of this role is to deliver consistent, high-quality support that improves the customer experience and contributes to strong customer satisfaction.

HOW WE’LL BE WINNING TOGETHER DAY TO DAY

• Respond to customer inquiries via email and other communication tools in a timely, professional manner.
• Manage daily workload effectively while maintaining a high level of organization.
• Develop and maintain in-depth knowledge of products and services to provide accurate information.
• Thoroughly address client questions and issues to ensure resolution and customer satisfaction.
• Educate customers on key features and processes when appropriate to enhance their product experience.
• Escalate complex issues in Jira to a higher-tier support team when necessary.
• Consistently meet or exceed performance goals, including response times and resolution times.
• Troubleshoot technical issues, identify root causes, and provide effective solutions.
• Maintain a professional, positive, and collaborative approach with clients and teammates.

WE SHOULD TALK IF THIS SOUNDS LIKE YOU

• Experience in the Simplus Platform with business rules knowledge.
• Strong communication and project management skills; excels in cross-functional execution.
• Strong analytical skills with the ability to dive deep, summarize, and communicate important data.
• Experience using Jira to track and manage support tickets preferred
• A college Degree is desired. High school diploma or GED required.
• Clear Communicator - Articulates ideas effectively in both verbal and written communication.
• Organized & Detail Oriented - Prioritizes tasks, manages workload efficiently, and maintains accuracy.
• Fluent in Portuguese to communicate adequately with customers
• Technical Skills:
• • Jira / Atlassian Suite - Proficient in ticket tracking, project management, and escalation workflows.
  • Simplus Platform – Experienced in using the Simplus Platform and knowledge of its processes and rules.
  • Knowledge Base Management - Experienced in creating and maintaining documentation, both written and video.
  • Collaboration Tools - Familiar with platforms such as Slack, Microsoft Teams, and Zoom for effective cross-functional communication.
  • Technical Troubleshooting - Capable of replicating, documenting, and escalating complex issues in partnership with Tier 3 teams.