Lead Production Support Analyst managing production support operations for Individual Solutions & WFG applications. Focus on availability, performance, and operational excellence in a hybrid work environment.
About the role
- Analista de Suporte Técnico garantindo engajamento e sucesso na plataforma Aprova com foco em atendimento a clientes. Precisa residir em Canoas e realizar visitas presenciais regulares.
Responsibilities
- Conduct regular on-site visits to the Canoas City Hall to build close relationships, understand challenges, and monitor the customer success journey;
- Monitor account health and propose proactive actions to increase engagement and platform adoption;
- Build trust with users by practicing active listening and providing consultative support;
- Support user acceptance tests, rollouts of new workflows and features, and identify opportunities to expand platform usage.
- **Technical Support**
- Work in the technical support queue, handling requests from various customers;
- Diagnose and resolve technical issues, perform process configurations, and make changes to forms;
- Negotiate deadlines and priorities according to the criticality of requests;
- Document processes, configurations, and solutions clearly and accessibly for the team;
- Participate in technical meetings with clients when necessary.
- **Collaboration and Continuous Improvement**
- Collaborate with other teams to ensure an excellent customer experience;
- Share learnings and contribute suggestions for improvements to internal and external processes;
- Actively participate in team ceremonies, such as reviews and alignment meetings.
Requirements
- Bachelor's degree completed or in progress;
- Strong verbal and written communication skills;
- Proficiency with systems and technical support;
- Ability to understand business rules and translate them into practical solutions;
- Organized and autonomous, able to manage multiple tasks simultaneously;
- **Must reside in Canoas**;
- **Availability for regular on-site visits**;
- Prior experience in customer service, customer success, technical support, or related areas.
- **Differentials**
- Degree in fields such as Civil Engineering, Architecture, Public Administration, Technology, or related areas;
- Basic knowledge of HTML, CSS, JSON, or structured programming;
- Experience configuring systems or SaaS products;
- Experience working with public sector clients or government agencies.
Benefits
- Bradesco health insurance 100% paid by the company
- Dental plan
- Swile meal allowance
- Life insurance
- TotalPass
- Discounted psychotherapy in partnership with Vittude
- 20-day paternity leave
- Day off on your birthday
- Company-provided equipment.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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