- Location
- Joinville, Brazil
- Workplace
- Hybrid
- Type
- Full-time
- Department
- IT
- Education
- High School
Description
Syndigo powers the continual flow of data and content throughout the entire commerce ecosystem— accelerating delivery of accurate and compelling information that increases sales on every shelf. We are the recognized leader in software and services for the management of master data, product information, digital assets, and content syndication and analytics across industries including grocery, foodservice, hardlines, home improvement, oil & gas, pet, health and beauty, automotive, apparel, and healthcare products.
Syndigo serves the industry’s largest two-sided network, connecting more than 50,000 global users across 12,000+ global brands with more than 1,750 global retailers.
Basically, we're the people that deliver the rich, accurate product content that helps consumers shop online with confidence, and helps brands and retailers operate efficient product supply chains. We cannot do all of this without our amazing employees who make the magic happen here at Syndigo. As we continue to grow, we’re always looking to identify talented individuals to join our team.
**This is a hybrid role requiring 2 days/week in the Joinville office**
Tier 2 Support Analysts are responsible for provisioning, configuring, and troubleshooting the product, as well as supporting internal partners with client-facing issues. Depending on the complexity of customer needs, projects may range from a few days to several weeks, with Tier 2 specialists ensuring progress toward root cause resolution.
Our Tier 2 team works in a collaborative, problem-solving environment and takes pride in supporting both internal partners and clients. Analysts primarily partner with internal teams, but may also join client calls to provide technical guidance, clarify product behavior, and identify training opportunities. The goal of this role is to deliver consistent, high-quality support that improves the customer experience and contributes to strong customer satisfaction.
HOW WE’LL BE WINNING TOGETHER DAY TO DAY
- Respond to customer inquiries via email and other communication tools in a timely, professional manner.
- Manage daily workload effectively while maintaining a high level of organization.
- Develop and maintain in-depth knowledge of products and services to provide accurate information.
- Thoroughly address client questions and issues to ensure resolution and customer satisfaction.
- Educate customers on key features and processes when appropriate to enhance their product experience.
- Escalate complex issues in Jira to a higher-tier support team when necessary.
- Consistently meet or exceed performance goals, including response times and resolution times.
- Troubleshoot technical issues, identify root causes, and provide effective solutions.
- Maintain a professional, positive, and collaborative approach with clients and teammates.
WE SHOULD TALK IF THIS SOUNDS LIKE YOU
- Experience in the Simplus Platform with business rules knowledge.
- Strong communication and project management skills; excels in cross-functional execution.
- Strong analytical skills with the ability to dive deep, summarize, and communicate important data.
- Experience using Jira to track and manage support tickets preferred
- A college Degree is desired. High school diploma or GED required.
- Clear Communicator - Articulates ideas effectively in both verbal and written communication.
- Organized & Detail Oriented - Prioritizes tasks, manages workload efficiently, and maintains accuracy.
- Fluent in Portuguese to communicate adequately with customers
- Technical Skills:
-
- Jira / Atlassian Suite - Proficient in ticket tracking, project management, and escalation workflows.
- Simplus Platform – Experienced in using the Simplus Platform and knowledge of its processes and rules.
- Knowledge Base Management - Experienced in creating and maintaining documentation, both written and video.
- Collaboration Tools - Familiar with platforms such as Slack, Microsoft Teams, and Zoom for effective cross-functional communication.
- Technical Troubleshooting - Capable of replicating, documenting, and escalating complex issues in partnership with Tier 3 teams.
Diversity, Equity & Inclusion
To achieve the best version of our organization, we know it takes new ideas, new approaches, new perspectives and new ways of thinking. A purpose we are 100% committed to cultivating.
Diversity is woven into our fabric at Syndigo and it’s how we stay an industry leader, innovating technology solutions that equip our customers with everything they need to be successful!
All are welcome here and we invite you to join our team if you are ready to help us continue that growth!
GDPR/CCPA
Syndigo, to process applications, holds onto data for a "reasonable time" after applications are submitted. This data is stored for Syndigo's internal use by HR/Recruiting Staff only. Verified requests for data deletion and exports will be completed upon request.
Syndigo Job Applicant Privacy Notice
At Syndigo, we care about your privacy. As you go through our recruitment process, we are committed to being transparent about how we process your personal data. To learn more about how Syndigo processes your personal data, go to our Job Applicant Privacy Notice.
