Global Service Desk Analyst

Role overview Provide first-line functional and technical support for supply chain software, assisting customers by phone and through a ticketing system. The role focuses on understanding reported problems, resolving common issues using established guidance, keeping cases well documented, and connecting customers with specialist teams when further help is needed.

Responsibilities - Respond to customer requests by phone and through support tickets, gathering details needed to investigate software issues. - Troubleshoot and resolve cases using established procedures, runbooks, and policies. - Record clear, accurate case notes and keep customers and internal teams informed of progress. - Triage requests by priority and severity, route them to the appropriate team, and escalate critical or unresolved issues. - Meet response and resolution targets, maintain timely phone coverage, and contribute to customer satisfaction goals. - Work with internal groups, external partners, and vendors, and create or improve documentation that supports the first-line service.

Requirements - Strong customer service skills, active listening, and clear written and spoken English. - Analytical troubleshooting and problem-solving skills, with the ability to handle several tasks and prioritize effectively. - Ability to manage day-to-day work independently, learn new processes and applications quickly, and contribute positively to a team. - Approximately zero to one year of technical customer support experience.

Nice to have - Knowledge of supply chain applications, such as warehouse, order, or inventory management software. - Experience querying databases or working with SQL or Oracle, operating systems, radio-frequency hardware, or labeling tools. - Familiarity with voice software or service desk ticketing platforms.

Benefits and work setup - Remote role based in Blumenau, Santa Catarina, Brazil.