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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in ticket management and SLA compliance, with strong analytical skills for reporting and process improvement. Proficient in customer communication and collaboration with technical teams to enhance service workflows.
Highest-signal resume keywords
Ticket ManagementSLA ManagementJira Service ManagementITIL CertificationAdvanced Excel Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Ticket ManagementSLA ManagementIncident PrioritizationReport AnalysisProcess ImprovementCustomer ValidationKnowledge Base Management
Soft Skills
Verbal CommunicationWritten CommunicationEmpathy
Tools & Technologies
Jira Service ManagementServiceNowZendeskGLPIBI Tools
Certifications & Qualifications
ITIL Certification
Industry Keywords
Customer Service OperationsConsulting FirmsAMS OperationsSAP Ecosystem
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Receive, classify, and prioritize customer tickets (incidents, requests, and improvements) based on criticality and the contracted SLA.
- Assign tickets to internal consultants and specialists and track progress through resolution.
- Lead the escalation process when there is a risk of SLA breach or a critical customer impact, engaging the appropriate leaders.
- Keep customers informed about ticket status through clear, proactive, and empathetic communication.
- Validate the solution with the customer and formally close tickets, ensuring that all information is properly documented.
- Prepare, analyze, and present weekly and monthly reports and dashboards with metrics such as ticket volume, SLA compliance, backlog, average resolution time, and recurrence.
- Identify recurring ticket patterns and root causes, and propose process improvements in collaboration with the technical team.
- Support the organization and ongoing update of the knowledge base and service workflows.
Requirements
What you’ll need- Demonstrated experience in ticket management, service desk, support, or customer service operations (minimum of 2 years).
- Experience with ticketing tools (e.g., Jira Service Management, ServiceNow, Zendesk, GLPI, or similar platforms).
- Knowledge of SLA management, incident prioritization, and escalation processes.
- Advanced proficiency in Excel or BI tools for building and analyzing reports and dashboards.
- Strong verbal and written communication skills, with experience in direct customer interaction.
- Bachelor’s degree completed or in progress in Information Systems, Information Technology, Business Administration, or a related field.
- Knowledge of the SAP ecosystem.
- Experience in consulting firms or AMS operations.
- ITIL certification (Foundation or higher).
- Intermediate English proficiency.
Benefits
Comp & perks- Comprehensive health insurance – Bradesco Saúde.
- Dental insurance.
- Psychological support, nutritional counseling, and telemedicine platform.
- Corporate wellness program – access to a gym network and wellness apps (Wellhub).
- Pharmacy discount.
- Meal and/or food allowance.
- Childcare or nanny assistance.
- Life insurance.
- Birthday month day off.
- Home office allowance.
- Company-funded courses and certifications.
- University partnerships (MBA USP/ESALQ).
- Employee referral program.