Support Analyst Sênior

We are seeking a Senior Support Analyst to join our growing support team in São Paulo this role you will provide expert-level technical support mentor junior team members and drive continuous improvement in our support operations. As a Senior Support Analyst you will be responsible for resolving complex technical issues ensuring customer satisfaction and contributing to the development of support processes and best practices.

• Diagnose troubleshoot and resolve complex technical issues for customers and internal stakeholders with efficiency and accuracy
• Manage and prioritize support tickets using help desk software ensuring timely resolution and comprehensive documentation
• Provide mentorship and guidance to junior support team members fostering their professional development and skill growth
• Analyze support trends and metrics to identify opportunities for process improvement and operational efficiency
• Communicate technical information clearly to both technical and non-technical audiences demonstrating empathy and patience
• Escalate critical issues appropriately and collaborate with engineering and product teams to resolve systemic problems
• Maintain detailed and organized records of all support interactions resolutions and customer feedback
• Participate in knowledge base development and documentation to support team learning and customer self-service
• Conduct training sessions for customers and team members on product features and best practices
• Monitor and maintain service level agreements (SLAs) consistently meeting or exceeding performance targets

Qualifications :

• 3 years of experience in technical support customer support or a related field
• 1 year of experience in a senior lead or mentoring role within a support environment
• Proficiency with help desk ticketing systems and remote support tools
• Strong analytical and problem-solving skills with the ability to troubleshoot complex technical issues
• Excellent written and verbal communication skills in English and Portuguese
• Demonstrated ability to work efficiently in a fast-paced environment while maintaining attention to detail
• Experience with CRM systems and customer support best practices
• Proven ability to mentor and develop team members
• Strong organizational skills and ability to manage multiple priorities simultaneously
• Knowledge of IT infrastructure software applications or relevant technical domain (preferred)
• Experience with process improvement initiatives or continuous improvement methodologies (preferred)
• Certification in relevant technical areas or customer support (preferred)

Additional Information :

What We Offer

Heres a glimpse of the great benefits you can expect:

• Health & Financial Benefits: *We offer a benefit for the supplemental package of mandatory health insurance. *Access to Lyra our confidential Employee Assistance Program for personal and professional support. *We provide a free health check every 4 years and free fruit on-site. *Mandatory participation to the Avery Dennison Pension Fund employer pays ⅔ of the premium. *Holiday allowance and a year-end allowance.

• Time Off & Flexibility: *Annual Leave: Starting at 24 days increasing to 26 days after 4 years (pro-rated). *Extra Days: 13 additional days per year (4% ATV allowance pro-rated) and a bridge day off. Benefit from birth/parental leave in accordance with Dutch labor law with fully paid partner leave. We also offer flexible working hours and hybrid work options for most positions.

• Commuting & On-site Perks: Take advantage of free and enclosed parking in a well-located building or opt for a commuting allowance/100% reimbursement for public transport.

• Professional Development: Invest in your growth with a 500 annual individual training budget access to lots of internal training/mentoring programs and a budget for hardware when working from home.

Why join Avery Dennison

We are a global materials science and digital identification solutions company with locations in over 50 countries and approximately 35000 employees worldwide. As a science and innovation company we believe that diverse teams are stronger teams. We are committed to fostering a culture of curiosity and courage where you can grow your career with a company that has innovation in its DNA. Founded on creating real-world impact to enable a better future we strive to provide an open collaborative culture where diversity of thought is encouraged and respected. Hear from our employees about what its like working at Avery Dennison. Learn more at .

At Avery Dennison we work with the biggest brands in FMCG Apparel Automotive and Pharma industry. Our European Headquarters in the Netherlands founded in 1955 and since 2014 located in the Leiden Bioscience Park is a collaborative and dynamic environment that supports all Avery Dennison businesses and employs approximately 500 talented location serves as the central hub for European Leadership and other functions that support the wider European manufacturing and distribution network. The location features a state-of-the-art Research and Development Center.

Avery Dennison is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin sexual orientation gender identity disability protected veteran status or any other protected status. If you are unable to use our online application process due to a disability please contact us to request an accommodation at In the EMEA region we foster an inclusive culture through active Employee Resource Groups (ERGs) like Elevate Unite and our Mental Health group. Please visit our DE&I page to learn more about our Diversity Equity & Inclusion approach.

Remote Work :

No

Employment Type :

Full-time