Analista Suporte Usuario II

At Mitel, you will have the opportunity to help businesses connect, collaborate and provide better experiences for our customers. You will deliver valuable contributions in creating business success within our global organization utilizing your unique attributes, skills and experience.

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Overview:

Acting as a technical support analyst for Cloud Contact Center solutions. Interaction with the customer's technical support area to support the solution. Interaction with the vendor to escalate failures and doubts.

Working hours: 10:00 to 19:00. This position is hybrid – 3 days in the office and 2 days at home.

Responsibilities:

• Support demands via ITSM tool – Requests and Incidents.
• Perform troubleshooting on the components of the Cloud Contact Center solution and on the hardware and software of the solution. In addition, the components of customer's infrastructure are included.
• Perform updates/configurations of equipment in the customer's tools.
• Escalation of doubts and failures to the vendor in the English language, both written and voiced. Therefore, mastery of the English language.
• Interaction with the customer's technology areas to reestablish the solution, occasionally implementing workarounds to reestablish the service.
• Creation of Knowledge Base regarding the customer's environment.
• Delivery of SLA and ensure customer satisfaction.
  
  

Requirements:

• Education: Studying Computer Engineering, Information Systems, Computer Science, Systems Analysis and Development or related areas.
• Experience in direct customer support.
• Knowledge in administration of cloud environments (SaaS, IaaS, PaaS);
• Knowledge in video conferencing solutions, Microsoft and ITSM tools.
• Knowledge of Windows and Linux operating systems (Server and Client).
• Knowledge in computer networks;
• Fluent Portuguese, fluent English and intermediate Spanish.
  
  

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Overview:

Atuação como analista de suporte técnico para soluções de Contact Center em nuvem e on premisse. Interação com a área de suporte técnico do cliente para suportar a solução. Interação com o vendor para escalação de falhas e dúvidas.

Horário de trabalho das 10:00 as 19:00. Posição híbrida - 3 dias no escritórios e 2 dias home office.

Responsibilities:

• Receber demandas via ferramenta ITSM – Requisições e Incidentes;
• Executar troubleshooting nos componentes da solução de Contact Center em nuvem e no hardware e software da solução. Além dos componentes de responsabilidade da infraestrutura do cliente;
• Executar atualizações/configurações dos equipamentos nas ferramentas do cliente;
• Escalação de dúvidas e falhas ao vendor na língua inglesa, tanto escrito quanto por voz. Portanto domínio da língua inglesa;
• Interação com as áreas de tecnologia do cliente para restabelecimento da solução, ocasionalmente implementando workarounds para restabelecimento do serviço;
• Criação de Knowledge Base referente ao ambiente do cliente;
• Entrega de SLA e garantir a satisfação do cliente.
  
  

Requirements:

• Educação: Cursando Engenharia da Computação, Sistemas de Informação, Ciência da Computação, Análise e Desenvolvimento de Sistemas ou áreas correlatas.
• Experiência em suporte direto ao cliente.
• Conhecimento em administração de ambientes em nuvem (SaaS, IaaS, PaaS);
• Conhecimento em soluções de videoconferência, ferramentas Microsoft e de ITSM.
• Conhecimento nos sistemas operacionais Windows e Linux (Server e Client).
• Conhecimento em redes de computadores;
• Português fluente, inglês fluente e espanhol intermediário.
  
  

For more information, visit Why Mitel or follow us on LinkedIn here.

Mitel is committed to achieving workforce diversity and creating an inclusive working environment. Diversity makes sense for us, for our customers and for our future. We value different perspectives, skills and experiences, and welcome applications from all sections of the community.