Service Desk Analyst

We are Revvo, one of the leading digital corporate learning companies in Brazil. We have clients in over 450 companies across Latin America and train more than 3 million employees per year. We're here to break patterns and help all companies achieve their potential through the development of their people.

We are looking for professionals aligned with our values. Who have an owner's attitude, focused on customer success, with expertise in learning, that promote collaboration and diversity and are revolutionary in everything they do.

If you identify with us? Then come revolutionize digital learning!

Mission/Summary:

The Service Desk Analyst is a specialized professional providing first-line technical support for users of educational technological platforms.

This professional acts as the main interface between end-users and the company, handling technical issues, explanations, and incident resolution.

With in-depth knowledge of the platform, he strives to ensure an uninterrupted user experience and optimize it.

Education/Courses/Certifications Needed:

• Desejável: Bachelor's degree complete.

Main Activities:

• Answer users via phone, email, or system, registering, categorizing, and prioritizing requests in a clear and organized manner;
• Solve doubts and guide users on the correct use of platforms and educational products from the company;
• Follow up on case status, keeping the user informed and ensuring satisfaction with the service;
• Support backoffice activities related to support, such as data conferencing, updating records, and logging interactions;
• Participate in orientation sessions with users, explaining basic use of tools and platform functionalities;
• Signal internal areas recurring problems or suggestions for improvements observed during user contact;
• Contribute to the creation and update of support content, such as FAQs, guides, and simple tutorials;
• Work in accordance with internal policies on service, quality, and data privacy.

Requirements and Desirables:

• Prior experience in customer service, support, call center, or backoffice;
• Good oral and written communication skills, focusing on clarity, empathy, and objectivity;
• Desejável: courses or training in customer service, assertive communication, conflict resolution;
• Bachelor's degree complete (those studying will be a differential);
• Familiarity with call logging systems (JIRA) will be a differential.