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.

Location: Brazil | Remote

About Infios

Infios prides itself on providing industry-leading supply chain solutions to customers around the world. We foster a culture of customer service, collaboration, and innovation while delivering unique solutions to complex challenges faced by organizations across the globe.

The Global Service Desk Analyst is an individual contributor position within the Infios Global Customer Support (GCS) organization. This role reports to the Manager, Tier 1 Support and provides functional and technical support for Infios Supply Chain Software products.

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 solutions. You provide comprehensive assistance through both phone and ticketing systems, ensuring a positive customer experience while resolving issues efficiently.

You possess strong customer service skills and excel at multitasking, prioritizing work, and applying analytical and troubleshooting techniques to software-related challenges. You communicate effectively with customers and internal teams, maintain accurate documentation, and continuously expand your knowledge of business processes and applications.

You thrive in a collaborative environment and demonstrate empathy, active listening, and emotional intelligence in every customer interaction. Your goal is not only to resolve issues promptly but also to build trust and empower customers through clear communication and effective support.

Responsibilities

• Provide comprehensive support through phone and ticketing systems.
• 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 issues or failure to meet SLAs.
• Handle critical incidents and escalate cases based on severity.
• Maintain a low call unanswered rate to ensure customer inquiries are addressed promptly.
• Resolve issues using established runbooks, policies, and procedures.
• Create and maintain documentation that supports the expansion and effectiveness of Tier 1 services.
• Utilize active listening, empathy, and emotional intelligence to manage customer interactions professionally.
• Meet or exceed customer satisfaction targets.

Required Qualifications

• Strong customer service skills and the ability to multitask effectively.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to prioritize tasks and self-manage workload.
• Ability to quickly learn and expand knowledge of relevant processes and applications.
• Excellent verbal and written communication skills with strong interpersonal abilities.
• Strong sense of teamwork, integrity, and a positive attitude.
• 0-1 year of technical customer support experience.
• Fluency in English. Mandatory

Working Hours: Monday - Friday, 9:00 AM - 6:48 PM BRT