Global Service Desk Analyst (Supply Chain)

Location: Remote (Brazil)

Company

A leader in supply chain software solutions helping organizations streamline operations, reduce costs, and improve efficiency.

What you will do

• Provide comprehensive functional and technical support via phone and ticketing systems.
• Gather initial information, troubleshoot software-related issues, and document findings accurately.
• Assess and triage support cases, routing them to appropriate internal teams while meeting defined SLAs.
• Collaborate with internal teams, external partners, and third-party vendors to resolve issues.
• Handle critical responses and escalate cases based on severity.
• Curate documentation to expand the capabilities and footprint of the Tier 1 service desk.

Requirements

• Must be based in Brazil.
• Fluency in English is required.
• 0-1 year of technical customer support experience.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to prioritize tasks and self-manage in a collaborative environment.
• Excellent listening, oral, and written communication skills.

Nice to have

• Industry knowledge in supply chain software (WMS, order or inventory management).
• Experience with SQL or Oracle queries and stored procedures.
• Experience with operating systems and RF hardware.
• Familiarity with Bar tender labeling or Honeywell voice software.
• Prior experience with ServiceNow or other industry-standard ticketing systems.

Culture & Benefits

• Culture of customer service and innovation focused on making supply chains better.
• Inclusive and welcoming environment that values unique experiences and perspectives.
• Commitment to equal opportunity and diversity in the workplace.
• Opportunities for professional growth and career development.