Junior Support Analyst

Junior Support Analyst

Reports To: Manager of Support

Department: Support
Location: Hybrid – Blumenau, Brazil   

At MTech Systems, our company mission is to increase yield in protein production to help feed the growing world population without compromising animal welfare or damaging the planet. We aim to create software that delivers real-time data to the entire supply chain that allows producers to get better insight into what is happening on their farms and what they can do to responsibly improve production.

MTech Systems is a prominent provider of tools for managing performance in Live Animal Protein Production. For over 30 years, MTech Systems has provided cutting-edge enterprise data solutions for all aspects of the live poultry operations cycle. We provide our customers with solutions in Business Intelligence, Live Production Accounting, Production Planning, and Remote Data Management—all through an integrated system. Our applications can currently be found running businesses on six continents in over 50 countries. MTech has built an international reputation for equipping our customers with the power to utilize comprehensive data to maximize profitability.

With over 250 employees globally, MTech Systems currently has main offices in Mexico, United States, and Brazil, with additional resources in key markets around the world. MTech Systems USA’s headquarters is based in Atlanta, Georgia and has approximately 90 team members in a casual, collaborative environment. Our work culture here is based on a commitment to helping our clients feed the world, resulting in a flexible and rewarding atmosphere. We are committed to maintaining a work culture that enhances collaboration, provides robust development tools, offers training programs, and allows for direct access to senior and executive management.

Job Summary

We are looking for a Technical Support to join the Support team. We are looking for a person who has strong technical proficiency, with good communication skills. Able to diagnose and resolve technical problems quickly and effectively, with empathy when interacting with customers. Collaborates with the team to continuously improve processes and customer service.

Responsibilities

• Will contribute to building multifaceted enterprise and customized applications for a diverse and growing international client base. Tasks will include:
• Provides support for level 1 and level 2 tickets about the use of the system
• Develops and collaborates in the creation of materials to help clarify doubts (knowledge base)
• Records the activities carried out in relation to support calls and derivatives.
• Carrying out corrective and preventive maintenance on software, keeping clients up to date
• Providing technical support to customers during the critical period of hypercare after Go Live
• Identify and resolve technical issues promptly to ensure minimal problems on recent projects
• Collaborate with development teams to resolve bugs and software issues impacting the post Go Live period
• Communicate effectively with clients to keep them informed of progress and problem resolution.
• Document and report issues for continuous improvement and future reference.

  
  

  Education and Experience

• Education: Bachelor's degree in a related field (or equivalent work experience).? 
• Years of experience: Some contact with support teams is desirable

  Required Skills/Abilities

• Experience with Experience in customer service and Support tickets tools
• Knowledge of Windows e Office 365
• English – Basic Level

EEO Statement
Integrated into our shared values is MTech’s commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. MTech aims to maintain a global inclusive workplace where every person is regarded fairly, appreciated for their uniqueness, advanced according to their accomplishments, and encouraged to fulfill their highest potential. We believe in understanding and respecting differences among all people. Every individual at MTech has an ongoing responsibility to respect and support a globally diverse environment.