External Communications Lead responsible for brand presence and media relations at OLX, focusing on strategic communications and agency management.
About the role
- Technical Support Analyst focusing on client solutions and service quality for a leading Govtech in Brazil. Responsible for ticket resolution and client interaction to enhance service efficiency.
Responsibilities
- Support: Manage customer support, resolving tickets in accordance with the specified service-level agreements (SLAs).
- Investigate issues to propose short-, medium-, and long-term solutions;
- Configure process parameters and/or modify forms according to business rules provided by clients.
- Establish timelines and negotiate deadlines for open requests, balancing them with other requests and the client's needs;
- Know the product and aim to provide the best solution according to available tools;
- Have technical knowledge to perform low-code configurations;
- Conduct meetings with clients to address requests, and be responsible for monitoring SISOBRA.
- Documentation: Create and update technical documentation related to processes, configurations, and clients, facilitating access to information for the support team.
- Collaboration: Work together with all teams to resolve issues and optimize processes.
- Training: Conduct training for the support team, sharing knowledge and best practices.
- Process Improvement: Actively participate in identifying and implementing improvements to internal processes.
Requirements
- Bachelor's degree completed or in progress in technology- or engineering-related fields.
- Proactivity and motivation to solve technical challenges.
- Strong verbal and written communication skills.
- Desire to implement improvements in team processes.
- Strong interpersonal skills for interacting with high-complexity clients.
- Basic knowledge of Google Sheets and management tools.
- Familiarity with HTML, CSS, JSON, and structured programming.
- Previous experience in technical support or customer service.
- Degree in Software Engineering, Computer Science, or related fields. (preferred)
- Experience in technical support environments, knowledge of software performance metrics, and familiarity with helpdesk tools. (preferred)
- Knowledge of JavaScript and MongoDB queries. (preferred)
Benefits
- Bradesco health plan — 100% company-paid
- Dental plan
- Swile meal allowance
- Life insurance
- TotalPass
- Discount for psychotherapy in partnership with Vittude
- 20-day paternity leave
- Company-provided equipment.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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