Global Service Desk Analyst

If you are looking for a meaningful career where people work and act with passion, rethink the existing and always strive to find the best solution - you have come to the right place. We develop future technologies to relentlessly make supply chains better.

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

Global Customer Support Service Desk Analyst Tier 1Location: Blumenau – SC, Brazil | Remote

Koerber Supply Chain, prides itself on providing industry leading supply chain solutions to our customers. We foster a culture of customer service and innovation, while working to provide unique solutions to problems faced by companies across the globe.

The Global Customer Support Service Desk Analyst Tier 1 is an individual contributor position within the Körber Supply Chain Global Customer Support department (GCS). This position reports to the Manager, Tier 1 Support. The position provides functional and technical support for the various Supply Chain Software products at Körber Supply Chain.

About You:

As a Tier 1 Service Desk Analyst at Körber Supply Chain, you are dedicated to delivering exceptional functional and technical support for our suite of Supply Chain Software products. Your role is centered around providing comprehensive assistance through both phone and ticketing systems to customers.

With a strong foundation in customer service, you are adept at multitasking, prioritizing tasks, and employing analytical and troubleshooting skills to resolve software-related issues efficiently.

You thrive in collaborative environments and excel at maintaining clear and concise communication with both customers and internal teams. Your ability to quickly learn and expand knowledge in relevant processes and applications allows you to adapt swiftly to evolving challenges.

Embracing a customer-centric approach, you utilize active listening, empathy, and emotional intelligence to handle customer interactions with care. Your goal is not only to resolve issues promptly but also to empower customers through effective communication and documentation.

Responsibilities:

• Provide comprehensive support through both phone and ticketing system.

• Gather initial information to understand and troubleshoot software-related issues.

• Document all relevant information accurately in the ticketing system.

• Assess and triage support cases, routing them to the appropriate internal teams.

• Maintain clear and concise communication with customers and internal teams.

• Meet defined SLAs for first response and resolution of support cases.