Global Service Desk Analyst

Infios

. Provide functional and technical support for Infios Supply Chain Software products .

Posted 10/7/2026full-timeRemote • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates strong customer service and technical support capabilities, with a focus on troubleshooting, problem-solving, and effective communication. Proficient in managing customer interactions and meeting service level agreements while maintaining high customer satisfaction.

Highest-signal resume keywords

Technical Customer Support ExperienceTroubleshooting SkillsCustomer Service SkillsVerbal And Written Communication SkillsFluency In English

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Analytical SkillsProblem-Solving SkillsMultitaskingActive ListeningEmpathyEmotional IntelligenceTeamworkIntegrityPositive Attitude

Tools & Technologies

Ticketing SystemsInfios Supply Chain Software

Industry Keywords

Customer Satisfaction TargetsService Level AgreementsDocumentationCollaborationCritical Incident Management

About the role

Key responsibilities & impact

Provide functional and technical support for Infios Supply Chain Software products
Support customers through phone and ticketing systems
Gather information to troubleshoot software-related issues
Document relevant information accurately in the ticketing system
Assess and triage support cases and route them to appropriate internal teams
Communicate clearly with customers and internal teams
Meet defined SLAs for first response and resolution
Collaborate with internal teams, external partners, and third-party vendors
Escalate tickets and handle critical incidents based on severity
Resolve issues using established runbooks, policies, and procedures
Create and maintain documentation supporting Tier 1 services
Manage customer interactions using active listening, empathy, and emotional intelligence
Meet or exceed customer satisfaction targets

Requirements

What you’ll need

Strong customer service skills and ability to multitask effectively
Strong analytical, troubleshooting, and problem-solving skills
Ability to prioritize tasks and self-manage workload
Ability to quickly learn relevant processes and applications
Excellent verbal and written communication skills with strong interpersonal abilities
Strong sense of teamwork, integrity, and positive attitude
0–1 year of technical customer support experience
Fluency in English is mandatory
Availability Monday–Friday, 9:00 AM–6:48 PM BRT

Benefits

Comp & perks

Equal-opportunity employer committed to inclusion in the workplace
Reasonable accommodations during the recruiting process
Career development opportunities and tools to build the future you envision