Service Desk Analyst in Brazil, Indiana at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Service Desk Analyst in Brazil.

This role sits within a global customer support environment focused on delivering high-quality functional and technical assistance for supply chain software solutions. You will act as a first point of contact for customers, helping diagnose, troubleshoot, and resolve software-related issues through phone and ticketing systems. The position requires strong communication skills, attention to detail, and the ability to manage multiple support cases efficiently in a fast-paced environment. You will work closely with internal teams and external partners to ensure timely resolution of incidents while maintaining service quality standards. The role emphasizes customer empathy, structured problem-solving, and adherence to SLAs. It is an excellent opportunity for someone looking to grow in technical support within a global software and supply chain technology context.

In this role, you will provide first-line technical and functional support for supply chain software solutions, ensuring timely and effective resolution of customer issues. You will manage support cases through structured processes while maintaining high service quality and communication standards.

• Provide support via phone and ticketing systems for software-related issues
• Gather, analyze, and document initial customer information to troubleshoot problems
• Categorize, triage, and route cases to appropriate internal support teams
• Maintain accurate and complete documentation within the ticketing system
• Ensure compliance with SLAs for response time and issue resolution
• Escalate complex or high-severity issues to appropriate support levels
• Collaborate with internal teams, partners, and external vendors
• Follow established runbooks, procedures, and support guidelines to resolve issues
• Maintain high standards of customer communication, empathy, and clarity
• Contribute to knowledge base documentation and process improvements
• Monitor and reduce escalations and ensure low call abandonment rates
• Achieve or exceed defined customer satisfaction (CSAT) targets

This position requires strong customer service orientation, analytical thinking, and the ability to quickly learn technical systems. The ideal candidate is proactive, organized, and comfortable working in a structured support environment.

• 0–1 year of experience in technical or customer support roles
• Strong customer service and multitasking abilities
• Excellent analytical, troubleshooting, and problem-solving skills
• Ability to prioritize tasks and manage workload independently
• Strong written and verbal communication skills in English (fluent)
• Ability to work collaboratively in a team-oriented environment
• High attention to detail and commitment to service quality
• Quick learner with adaptability to new systems and processes
• Experience with ticketing systems (e.g., ServiceNow) is a plus
• Knowledge of supply chain systems, SQL, or database queries is a plus
• Familiarity with operating systems, RF hardware, or labeling tools is an advantage

• Remote work opportunity based in Brazil
• Exposure to global supply chain technology solutions
• Structured training and onboarding program
• Career development opportunities in technical support and IT services
• Collaborative and international work environment
• Opportunity to work with advanced enterprise software systems
• Inclusive and equal-opportunity workplace culture
• Continuous learning and skill development exposure