Service Desk Analyst

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. Global Service Desk Analyst - Bilingue Location: Brazil | Remote Infios prides itself on providing industry leading supply chain solutions to our customers. We foster a culture of customer service and innovation, while working to provide unique solutions to problems faced by companies across the globe. The Global Service Desk Analyst is an individual contributor position within the Infios Supply Chain Global Customer Support department (GCS). This position reports to the Manager, Tier 1 Support. The position provides functional and technical support for the various Supply Chain Software products at Infios. 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 products. Your role is centered around providing comprehensive assistance through both phone and ticketing systems to customers. With a strong foundation in customer service, you are adept at multitasking, prioritizing tasks, and employing analytical and troubleshooting skills to resolve software-related issues efficiently. You thrive in collaborative environments and excel at maintaining clear and concise communication with both customers and internal teams. Your ability to quickly learn and expand knowledge in relevant processes and applications allows you to adapt swiftly to evolving challenges. Embracing a customer-centric approach, you utilize active listening, empathy, and emotional intelligence to handle customer interactions with care. Your goal is not only to resolve issues promptly but also to empower customers through effective communication and documentation. Responsibilities: Provide comprehensive support through both phone and ticketing system. 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 or failure to meet SLA. Handle critical responses and escalate cases based on severity. Maintain a low call unanswered rate to ensure customer phone calls are promptly addressed. Resolve issues based on defined runbooks, policies, and procedures. Curate various types of documentation utilized to expand the footprint of the Tier 1 service. Utilize active listening, empathy, and other emotional intelligent skills to properly handle customer interactions. Meet or exceed the defined required customer service satisfaction score. Required: Strong customer service skills and ability to multi-task Strong analytical, troubleshooting, and problem-solving skills Ability to prioritize tasks and self-manage Ability to quickly learn and expand knowledge in relevant processes and application as part of day to day. Excellent listening, oral, and written communication skills with strong interpersonal skills. Possess strong sense of teamwork, integrity, and positive attitude. 0-1 year technical customer support experience. Fluency in English Preferred: Experience or industry knowledge in supply chain software such as warehouse management solutions or order/ inventory management solutions Experience in database (SQL / Oracle) queries and stored procedures Experience with operating systems and RF hardware Labeling (Bartender) experience a plus Voice software expertise in (Honeywell) Prior experience with ServiceNow or other industry standard ticketing system Why join us ? At Infios , we're not just looking for employees; we're looking for partners in innovation, growth, and purpose. Meeting you where you are to create the future you need is at the core of who we are and what we do. Whether you're at the beginning of your career or a seasoned expert, we meet you on your journey, equipping you with the tools and opportunities to build the future you envision. Together, we will relentlessly work toward one common goal - making supply chains better. We believe the future is better when supply chains work better. We are an equal-opportunity employer and committed to inclusion in the workplace. At Infios , we believe that inclusion is a fundamental cornerstone of our success. We are committed to creating a safe and welcoming environment where every individual’s unique experiences and perspectives are valued—whether they look, think, move, believe, or love differently. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, sex, sexual orientation, gender identity, marital status, pregnancy, religion, age, disability, veteran status, genetic information, or any other characteristic protected by law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role. If you require assistance or accommodation due to a disability during the recruiting process, please let us know at [email protected] Disclaimer: This job advertisement is not designed to cover a comprehensive listing of all duties or responsibilities that are required for this job. Please note that any salary information is a general guideline only. Individual compensation will be determined by various factors such as the scope and responsibilities of the position, experience, education, skills, location, and market and business considerations. Applications must be submitted via our career site.