Mid Support Analyst

Job Description

We are seeking a Mid Support Analyst to respond to support requests, clarify client questions, and resolve incidents and service requests. You will restore production operations via remedial actions, ensuring platform stability and performance during promotional peaks and key campaign periods. You'll keep clients informed about the ticket lifecycle, campaign impacts, timelines, and mitigation plans. Your expertise of the client's business will actively contribute to service improvements. Critical situations will be prioritized and escalated, ensuring resolution, especially when issues affect promotions, consumer experiences, or key campaign milestones. You'll promote client satisfaction, prevent support ticket reopenings by documenting root causes and workarounds, and collaborate with the support team by sharing knowledge and maintaining knowledge base articles. You will also implement AI-driven automation to improve workflow and perform platform monitoring, proactively identifying and addressing anomalies.

Qualifications

1. Strong analytical skills for effective troubleshooting and problem resolution. 2. Excellent verbal and written communication skills for interactions with clients and team members. 3. Ability to prioritize tasks and manage multiple responsibilities in a dynamic environment. 4. Collaborative mindset to work effectively with cross-functional teams. 5. Willingness to learn and adapt to new tools and processes.

Benefits

- Health and dental insurance - Meal and food allowance - Childcare assistance - Extended paternity leave - Partnership with gyms and health and wellness professionals via Wellhub (Gympass) TotalPass; - Profit Sharing and Results Participation (PLR); - Life insurance - Continuous learning platform (CI&T University); - Discount club - Free online platform dedicated to physical, mental, and overall well-being - Pregnancy and responsible parenting course - Partnerships with online learning platforms - Language learning platform