Infios
Infios
1,001 – 5,000 Employees
B2BLogistics
Infios develops B2B technology for the logistics and supply chain sector, helping businesses of different sizes simplify operations, improve efficiency, and measure the impact of process improvements. Its solutions support more than 5,000 customers across 70 countries and are designed to adapt to varied business environments.

Global Service Desk Analyst — Brazil Remote

Remote service desk role in Brazil supporting Infios supply chain software through phone and ticketing channels. Responsibilities include troubleshooting, case triage, customer communication, and meeting service-level targets.

Description

  • Deliver functional and technical support for Infios supply chain software products
  • Assist customers through phone and ticketing platforms
  • Collect the information needed to investigate software issues
  • Record ticket details accurately and thoroughly
  • Evaluate and triage support cases, directing them to the appropriate internal teams
  • Communicate clearly with customers and colleagues
  • Meet established first-response and resolution SLAs
  • Work with internal teams, external partners, and third-party vendors
  • Escalate tickets and manage critical incidents according to severity
  • Resolve issues using approved runbooks, policies, and procedures
  • Develop and maintain documentation for Tier 1 services
  • Handle customer interactions with active listening, empathy, and emotional intelligence
  • Achieve or surpass customer satisfaction targets

Requirements

  • Demonstrated customer service ability with effective multitasking skills
  • Strong analytical, troubleshooting, and problem-solving capabilities
  • Ability to prioritize responsibilities and manage workload independently
  • Capacity to learn relevant processes and applications quickly
  • Excellent written and verbal communication with strong interpersonal skills
  • Team-oriented approach, integrity, and a positive attitude
  • 0–1 year of experience in technical customer support
  • Fluency in English is required
  • Availability Monday through Friday from 9:00 AM to 6:48 PM BRT

Benefits

  • Equal-opportunity employer committed to an inclusive workplace
  • Reasonable accommodations available throughout the recruitment process
  • Career development opportunities and tools to help shape your professional future

Related Jobs

SPERTON - Where Great People Meet

Sales Executive, Elevators and Car Parking Systems

SPERTON - Where Great People Meet
51 – 200 Employees

Drive elevator and car parking system sales across Mumbai’s Western Region. Build client and dealer relationships, and manage deals from initial enquiry through project execution.

Open