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Attus Procuradoria Digital

Technical Support Analyst

Attus Procuradoria Digital

. Serve as the first point of contact and specialized frontline support for customer inquiries .

Posted 10/10/2026full-timeRemote • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong capabilities in customer support management, including ticket resolution, compliance with SLAs, and effective communication. Proficient in SQL and support tools, with a focus on delivering exceptional customer experiences.

Highest-signal resume keywords
Customer Support ManagementSQL ProficiencyZendesk ExperienceTechnical WritingCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
SQLPostmanJSONBPMNExcelTicket ManagementIncident ResolutionData AnalysisWorkflow InvestigationTechnical Support
Soft Skills
EmpathyCollaborationProactive CommunicationOrganizational SkillsContinuous Learning
Tools & Technologies
ZendeskExcel
Industry Keywords
Customer ServiceTechnical SupportHelp DeskSLA ComplianceCustomer Experience

Tech Stack

Tools & technologies
SQL

About the role

Key responsibilities & impact
  • Serve as the first point of contact and specialized frontline support for customer inquiries
  • Manage the support process end to end, from ticket registration and classification through resolution
  • Ensure compliance with SLAs and SLOs
  • Investigate, analyze, and resolve incidents and questions using departmental tools to review workflows and identify root causes
  • Determine whether an issue is a business rule error, a question about system usage, or a basic integration failure
  • Escalate more complex tickets to higher support tiers
  • Maintain proactive communication with customers regarding the progress of their requests
  • Perform validations between production (PRD) and staging/acceptance (HML) environments
  • Conduct analyses and investigations using SQL
  • Maintain clear and proactive communication with customers throughout the entire ticket lifecycle
  • Ensure a high standard of technical writing and proper use of Portuguese in ticket records

Requirements

What you’ll need
  • Education: Currently pursuing or completed a degree in Information Technology or a related field; preferably at least in the fourth semester
  • Intermediate knowledge of SQL, Postman, JSON, and basic BPMN
  • Intermediate Excel proficiency, including lookup functions, basic formulas, and spreadsheet organization
  • Ability to quickly learn support tools such as Zendesk
  • Excellent written and verbal communication, with an emphasis on empathy, clarity, and concise language
  • Quick learner
  • Commitment to continuous learning
  • Empathy for the customer's perspective and reasoning
  • Focus on delivering the best possible customer experience
  • Collaborative mindset, with the ability to offer and ask for help
  • Strong communication skills for interacting with different departments
  • Proactive and organized
  • Alignment with the values of honesty and ethics, excellence and care in delivery, recognition, respect, and courtesy
  • Availability to travel
  • Must reside in Belo Horizonte, the capital or metropolitan area, or São Paulo, the capital or metropolitan area
  • Previous experience in customer service, technical support, help desk, or customer relations is a plus
  • Advanced SQL knowledge is a plus
  • Basic knowledge of administrative or social security law, or of court-awarded payment orders and related procedures, is a plus

Benefits

Comp & perks
  • Health insurance
  • Life insurance
  • Discount partnerships with pharmacies, nutritionists, and psychologists
  • Wellness app (Clude)
  • Total Pass
  • Workplace exercise program
  • Meal allowance
  • Caju card, including a special birthday-month gift
  • Education assistance
  • Book allowance
  • Continuous professional development
  • Innovation Program
  • Dual-monitor setup
  • FreeDay
  • Momento Off
  • Time off for your graduation ceremony
  • Gift for employees' new children
  • Return-from-paternity-leave gift
  • Supportive and collaborative work environment
  • Eco-friendly welcome kit
  • Sustainable culture
  • Virtual social events
  • Ongoing campaigns