Analista de Suporte Técnico

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Brazil Accountabilities Manage support requests throughout their lifecycle, from ticket registration and classification to resolution, ensuring compliance with service-level agreements (SLAs) and service-level objectives (SLOs). Investigate, analyze, and resolve incidents and user questions by reviewing workflows, tracing request histories, and identifying root causes. Distinguish between business-rule issues, user questions, and basic integration failures to ensure accurate diagnosis and appropriate handling. Escalate complex incidents to higher support levels while keeping customers…