Mid-Level Support Analyst

SoftExpert - Software for Excellence

. Provide technical support to customers, ensuring responsive, consultative, and high-quality service .

Posted 10/2/2026full-timeRemote • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing technical support and customer service within technology environments, with proficiency in troubleshooting, ticketing systems, and knowledge of Windows operating systems. Bilingual in Spanish and Portuguese, with a focus on meeting SLAs and enhancing support processes.

Highest-signal resume keywords

Technical Support ExperienceBilingual in Spanish and PortugueseKnowledge of Windows Operating SystemsExperience with Ticketing ToolsITIL Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingNetworkingBasic Communication ProtocolsSQL DatabasesWeb ApplicationsAPIsCloud PlatformsERP SystemsBPMEnterprise Management

Soft Skills

Customer ServiceAnalytical SkillsConsultative ApproachCommunicationTeam Collaboration

Tools & Technologies

ITSM ToolsService Desk ToolsMicrosoft Office

Certifications & Qualifications

Support CertificationITIL CertificationCustomer Service Certification

Industry Keywords

Technical SupportCustomer ServiceTechnology EnvironmentPerformance MetricsKnowledge Base

Tech Stack

Tools & technologies

CloudERPITSMSQL

About the role

Key responsibilities & impact

Provide technical support to customers, ensuring responsive, consultative, and high-quality service
Analyze and diagnose incoming requests, identifying the root cause before escalating them to other teams
Log, track, and resolve tickets while keeping customers informed throughout the support process
Work closely with internal teams, including Product, Cloud, and Consulting, to ensure requests are resolved
Support domestic and international customers in Portuguese and Spanish
Meet established SLAs and monitor the team’s performance metrics
Contribute to updating the knowledge base and standardizing support processes
Continuously develop technical expertise and improve processes, proposing enhancements whenever necessary

Requirements

What you’ll need

Previous experience in technical support or customer service within a technology environment
Advanced or fluent Spanish
Knowledge of Windows operating systems and Microsoft Office
Knowledge of networking, basic communication protocols, and troubleshooting
Experience with ticketing and ticket-tracking tools
A completed or ongoing bachelor’s degree in Information Technology, Information Systems, Computer Science, or a related field is a plus
Experience providing customer service at technology or software companies is a plus
Experience with ITSM or Service Desk tools is a plus
Knowledge of SQL databases for basic queries is a plus
Knowledge of web applications, APIs, or Cloud platforms is a plus
Experience with ERP systems, BPM, or enterprise management platforms is a plus
Support, ITIL, or Customer Service certifications or courses are a plus

Benefits

Comp & perks

Unimed Health Plan: No monthly premium for the employee and only 30% copayment
Special annual profit-sharing bonus
Meal or Food Voucher of BRL 950.00, with no payroll deduction
Education Assistance: scholarships for language courses, undergraduate and graduate programs, or specializations, with monthly reimbursement of up to 70%
TotalPass with access to gyms, psychologists, and nutritionists throughout Brazil, at an exclusive discounted rate
Dental Plan with three comprehensive plan options available throughout Brazil
Employee Referral Program with bonuses credited to your Flash card
Free online courses developed by SoftExpert
Internal and external training programs
Pharmacy discount program
Life insurance
Pet discount program