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RELX Group Support Intern - Accuity - Sao Paulo, Brazil in São Paulo, Brazil

Support Intern - Accuity - Sao Paulo, Brazil


Location: São Paulo, Brazil

The Support Intern:

· Responds to customer’s requirements under the general guidance of the Fircosoft Support Team Lead and Team Manager

· Is accountable for support cases and communication with customers

· Answers customer emails and comprehensively registers cases. Analyzes the issues according to the logs sent in order to look for solutions for questions and problems.

· Follows agreed SLA and severity management

· Attends technical meetings

· Handles customer escalations

· Helps on onboarding newcomers (product trainings, technical trainings, share knowledge and information

· Works in collaboration with the FircoSoft Support Team Level 3 to escalate complex cases

· Reports to the FircoSoft Support Team Manager

Key Accountabilities

The Support Intern:

· Responds to and log all incoming support calls and e-mails from customers in accordance with support service levels agreements for response time, frequency in communicating status of open issues and prompt resolution

· Contributes ideas for improvements to the support processes and infrastructure and strive to continually improve the process

· Maintains high levels of professionalism in dealing with customers

· Assists Professional Services Consultants with technical questions during implementation

Required Skills


· Progress toward a University degree in Computer Science or related discipline

· Good understanding of compliance (KYC/AML) is a plus

· Understanding financial industry and payments is a plus

· Experience with primary messaging formats (SWIFT, CHIPS, FEDWIRE, SIC) a strong plus

· English language skills mandatory (the team is International, English is the common language in the company) and Spanish is a plus

· Experience with Application Support and Customer Service and/or software development and implementation services

· Good at explaining complex concepts, curious, ability to prioritize and organize tasks

Soft skills

· Excellent problem solving and initiative skills

· Client focused

· Ability to work independently

· Cultural awareness

· Team player

· Demonstrated attention to detail

· Highly motivated and inquisitive

· Good organizational skills

· Additional languages are beneficial


· Knowledge of Linux, Unix, Z-OS and Windows

· Knowledge of RDBMS, Oracle, SQL Server & DB2

· Knowledge of IBM MQ

· Knowledge on Computer Network

· Knowledge on Information Security

· Knowledge on Virtual Servers and Cloud computing

· Configuration of Webservers: Websphere, Weblogic and Apache Tomcat

· Experience with Swift messaging and other banking format is recommended

· Knowledge on Java Web Application is a plus

· Knowledge on Project Planning is a plus

· Knowledge on Programming Logic is a plus


· The job is located in São Paulo, Avenida Paulista Avenue

· It is part time job (6 working hours, 1 hour for lunch)

· Flexible working hours

· Possibility of connection and networking with an international and multinational staff

· Integrating and welcoming team

· Fruit, Nespresso and other weekly a menities