Help Desk Support (English C1)
Ecosistemas · São Paulo, Brazil
We are Ecosistemas Global, a technology company that connects our clients with tailored, comprehensive and innovative solutions. We operate in more than 15 countries, including Argentina, Chile, Brazil, Mexico, the United States and Spain. With 30 years of experience and a multidisciplinary team of more than 500 professionals, we are driven by the commitment to grow each project and client we work with. ¡We want you to be part of this great team! What are we looking for? An Help desk support Jr to join an important hearing products company. 📍 Workplace: 100% remote 🔔Modality: Remote 🕑 Working hours: Monday to Friday \- You will work during the time slot from 07:00 to 21:00 BR hs on a rotating schedule **You will work on local holidays and client holidays** **¿What will your responsibilities be?** In this role, you will have the opportunity to: * Handle incoming calls (primary task during working hours) * Ticket assignment and management * Backlog ticket review and follow\-up * Procedure management and execution **¿What do we need?** That you have: **General Knowledge \& Tools:** * MS Office / MS Windows / Printers / Basic LAN network knowledge * Ability to communicate in English (written and spoken) **Technical \& Functional Skills:** * Ability to assist users through ticketing tools, email, phone calls, and Teams * Capability to verify user equipment and detect hardware failures for replacement * Ability to check and troubleshoot software issues, including configuration adjustments * Experience configuring equipment and user profiles for new employees * User directory management based on Country Managers' requests * Ability to communicate system issues and provide recommendations to users * Experience maintaining and updating critical business applications (e.g., audiology software) * Participation in team meetings * Compliance with defined processes and procedures **Soft Skills \& Competencies:** * Advanced level of English * Proactive, organized, and self\-driven profile * Analytical and dynamic problem\-solving skills (especially for L1 support) * Background in Systems or related field (preferred) * Ability to evaluate products, services, or processes for quality assessment * Ability to work under pressure and handle high\-priority situations * Strong documentation skills and ability to understand written materials * Willingness to learn, integrate, and apply new knowledge * Clear communication skills * Emotional control in high\-pressure or conflict situations * Ability to follow up and ensure resolution of issues **We offer** excellent benefits, growth opportunities and we will support you in your professional development At **Ecosistemas Global** we believe that diversity improves our culture and perspectives, which is why we actively promote an inclusive environment where each individual, regardless of their background, gender, orientation or beliefs, is not only welcome, but also essential to our success. We value and respect all voices, and we invite you to join our team, where inclusion is an essential pillar of our values.