Analista de Suporte

Why work with us? We are a fast-growing company that is revolutionizing the world of SaaS platform and data in Latin America! CIAL Dun & Bradstreet is the leading provider of business decisioning solutions and commercial data across Latin America and the Caribbean. Our solutions are designed to transform how businesses manage risk and make critical decisions about the companies they rely on. It s our people, not technology, that makes what we do possible. It s our people, not data, that turns information into insights. And it s our people, not algorithms, that help our clients make better informed decisions. We are innovative, agile, and inspired by SaaS solutions and data - and we are looking for people that share those values to join our mission to build stronger businesses! About Us Dunsguide, by CIAL Dun & Bradstreet, is transforming how Latin American businesses discover and evaluate potential partners. As the region's leading platform for customer prospecting and supplier discovery, we help companies make smarter, data-driven decisions about their business relationships. We're growing rapidly and expanding our suite of solutions that combine deep business intelligence with modern, intuitive tools. Sobre a posi o Atuar como N vel 1 de resolu o da engenharia: receber os incidentes vindos da rea de suporte, fazer a triagem, classificar prioridade e SLA, e encaminhar aos times respons veis (N vel 2). Buscamos um perfil forte de suporte, com boa comunica o e organiza o, e uma base de programa o suficiente para entender o problema t cnico, ler logs e rotear corretamente - n o uma vaga de desenvolvimento. Responsabilidades • Receber, registrar e triar incidentes reportados pela rea de suporte. • Classificar prioridade e SLA de cada incidente e encaminhar ao time de N vel 2 correto. • Acompanhar os incidentes at a resolu o, garantindo o cumprimento dos SLAs. • Comunicar-se com os times t cnicos e com o suporte, mantendo o status atualizado. • Documentar padr es e recorr ncias para melhoria cont nua. Requisitos obrigat rios • Experi ncia em suporte t cnico / service desk. • Excelente comunica o e organiza o; capacidade de trabalhar com m ltiplos incidentes em paralelo. • Experi ncia b sica de programa o - suficiente para entender o problema, ler logs e mensagens de erro, e escrever consultas simples. • Aten o a prazos e disciplina no cumprimento de SLAs. • Ingl s avan ado Diferenciais • Espanhol (atendimento aos mercados MX PE AR). • Experi ncia com ferramentas de gest o de incidentes / tickets (ex.: Linear). • No es de produtos de cr dito ou dados B2B. CIAL provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Originally posted on Himalayas