Epicenter is a boutique, global SaaS Provider and consulting practice specialized in integration and data management for leading HCM Cloud applications. We are looking to add great people to our growing team serving our multinational customers.About the Role Every day, our team apply innovative solutions which equip our customers with reliable data and stable world-class integration solutions that allow organizations to reap the benefits of an integrated HR system landscape.We are looking for an Support Analyst, based in Brazil, that will report directly into our Support Manager!As the first point of contact for customer support, you'll play a critical role in ensuring timely resolution of inquiries and incidents related to HCM integrations. You'll need to leverage strong analytical, problem-solving, and SQL skills to diagnose and resolve complex issues, as well as communicate technical details effectively to various stakeholders. You'll also lead customer meetings and collaborate with internal teams to deliver exceptional customer service. What you will be doingAs our Support Analyst you will:Analyse and resolve complex integration issues using strong SQL knowledge and troubleshooting capabilities.Triage support requests for assigned customers to ensure timely resolution as per SLA.Ensure an organized queue of customer requests for optimal workflow and prioritization.Identify and escalate complex incidents to the appropriate support levels.Conduct daily monitoring of live interfaces.Maintain awareness of customer status, including upcoming events and potential integration challenges.Collaborate with other Support Analysts and higher-level support teams to ensure efficient resolution of complex issues.Lead customer meetings to provide updates on service performance and troubleshoot ongoing integration issues.Meet the pre-established KPIs and ensure timely resolution as per SLA.What you will needFluent in English language, any other languages a plus.Relevant qualifications in Computer Science, Computer Engineering, or related areas.Good SQL skills and ability to troubleshoot integration issues independently.Analytical and strong problem-solving skills.Well-organized remote worker with excellent time management skills.Experience leading customer meetings and communicating technical concepts to both technical and non-technical audiences.Experience working in a fast-paced and dynamic environment.Excellent team player who thrives in a collaborative environment.What we offerJoining a fun, creative and expanding team in an international and innovative environment.We offer a remote work schedule with occasional business trips.A competitive Compensation and Benefits Package including private health insurance.Training opportunities, including the opportunity to learn HCM fundamentals and interfaces design principles.If you are an optimist and keen to join a growing team focused on innovative services and cutting edge products, then reach out to us now!
