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Descrição da Função
Your new Company
Havi

, a global leader since 1974, employs over 10,000 people and serves customers in more than 100 countries. Specializing in the food service industry,

Havi

provides innovative supply chain and logistics solutions, including analytics, planning, distribution, and freight management.

Havi Supply Chain Tech Hub

’s diverse teams collaborate seamlessly across locations and functions, embodying a spirit of integrity and creativity to serve their customers in the best way possible.

Your new Role
As a
Solution Support Analyst

, you will be responsible for providing technical support and assistance to customers or internal teams in an organization. Its primary focus is on resolving issues related to software applications, systems, and technology solutions for P2P, O2C and R2R processes.

This role will support the Solution Support Manager in enabling a 24/7 support model for business-critical applications and will assist the Solution Owners in solution analyses, design, development, and testing.

You will work closely with end-users, IT teams, solution analysts, application developers, and external partners to enhance application performance and ensure optimal functionality.

You will be responsible for:
Solution Support

– Provide timely and effective technical support to end-users, customers, or internal teams experiencing issues with software applications, systems, or technology solutions

Issue Resolution

– Diagnose and troubleshoot technical problems, identify root causes, and develop solutions to resolve issues. This may involve remote assistance, phone support, or on-site visits

Quality Assurance

– Test software updates, patches, and new releases to ensure they do not introduce new issues or conflicts with existing solutions

Monitoring

– Continuously monitor systems and applications to proactively identify and address potential issues before they impact users

Documentation

– Maintain detailed records of customer or user inquiries, issues, and resolutions in a ticketing system or knowledge base. Document issues and create solutions for common problems

Customer Satisfaction

– Ensure high levels of customer satisfaction by resolving issues promptly, effectively, and courteously. Collect feedback and provide insights for product improvement

Knowledge Sharing

– Stay updated on industry trends, best practices, and emerging technologies. Share knowledge and expertise with the support team and other stakeholders

Training

– Provide training and guidance to users or customers on how to effectively use software applications or systems to minimize future issues

Communication

– Communicate technical information and solutions clearly to non-technical users, ensuring they can understand and implement the necessary steps to resolve their issues

Collaboration

– Collaborate with cross-functional teams, including Developers, System Administrators, and Quality Assurance teams, to address complex technical problems and implement fixes or improvements

What you will need to succeed
As a
Solution Support Analyst
you will need:
Bachelor’s degree in Business Administration, Logistics, Information Technology, or equivalent work experience

Certifications in IT Support or in Software/Systems (would be a plus)

+3 years of experience working in Solution Support or a related IT role
Previous experience in the Supply Chain, Logistics, or related fields (would be a plus)

Experience on IT Support Levels (L1, L2, L3 and L4)

Experience with end-to-end business processes and app configurations

Experience with SAP (SD and MM) technical support and assistance to end users
Proficiency in several software applications, operating systems, and troubleshooting tools

Excellent problem-solving skills to diagnose and solve technical issues efficiently

Ability to maintain detailed records and create clear and concise documentation

Analytical mindset to identify patterns and trends in technical issues

Experience working in multicultural teams and complex organizations

Ability to work in a fast environment and to manage multiple priorities

Excellent communication skills – Fluency in English.
What the Company can offer you

Have the opportunity to join a cross-functional team in an international company with a multicultural working environment!

Next Steps

If you are interested in this opportunity, please send us your updated CV. If you are looking for another type of professional challenge, please contact us to discuss other career opportunities, always in complete confidence.