The Technical Support Analyst in this role is responsible for providing comprehensive and timely solutions for technical cases. This includes but is not limited to analyzing business processes to ensure customer requirements and maintaining existing applications. Must be able to work within a team as well as independently.
ROLE RESPONSIBILITIES:
• Analyze and solve tickets for functional doubts and configuration changes. Analyze, address, and follow up with tickets.
• Communicate with the customer to clarify doubts of usage, suggestions, and bug reports.
• Perform remote training by video conferences or by phone.
• Keep the customer informed about due dates, testing dates, and the status through the process.
• Maintain SLA for each type of issue.
• Perform testing cases for verification of resolutions.
• Escalation of tickets to process owner.
• Develop procurement scorecard to manage metrics, including compliance with performance goals.
• Other duties assigned.
SKILLS AND COMPETENCIES REQUIRED:
• Bachelor's degree in computer information systems or related degree.
• Process oriented with a good understanding of data analysis techniques.
• Talent for building cross-functional relationships and developing cross-functional understanding.
• Excellent communication, public-speaking, and well organized.
• Strong analytical, business process analysis and problem-solving capabilities.
• Team player with a positive attitude who can work with international teams.
• Microsoft Office, mainly Excel.
• E-Commerce, procurement, and sourcing experience is desirable.
• ERP and SAP experience is desirable.
• Native English speaker. Portuguese/Spanish is desirable.
Mercado Eletrônico specializes in B2B e-commerce solutions, with a strong network of buyers and suppliers utilizing a powerful combination of technology and services.