Technical Support specialist providing global assistance for technical inquiries and issues. Collaborating with teams for continuous improvement and occasional on - site problem - solving.
About the role
- Junior Support Technician at Benner assisting legal customer inquiries via phone and email. Aiming to improve user experiences with software solutions for various market segments.
Responsibilities
- Assist customers by phone, e-mail and the SisconWeb tool, as well as other support management tools, to clarify questions about system usage;
- Reproduce system incidents before escalating them to the development/correction team;
- Identify and resolve issues, documenting them clearly;
- Ensure clients' requests for prioritization are addressed;
- Communicate estimated delivery times for support and fixes (provide frequent feedback to the client);
- Track support requests from opening to closure (client sign-off);
- Ensure compliance with the Service Level Agreement (SLA);
- Route implementation and improvement requests after performing initial triage;
- Deploy and configure the Benner environment at client sites;
- Record support hours;
- Propose improvements to the support process.
Requirements
- Experience in systems support will be a plus;
- Knowledge of SQL;
- Knowledge of Cloud technologies;
- Good verbal and written communication skills (fluent in Portuguese);
- Ability to work well in a team.
Benefits
- Meal and grocery vouchers;
- Health and dental insurance;
- Transportation voucher;
- Breakfast provided daily;
- Free parking;
- Life insurance;
- Birthday day off;
- Corporate university (training and development programs);
- Certification incentives (additional bonus);
- Allowances: education, wedding, childcare, maternity/paternity;
- TotalPass (wellness benefits platform);
- Maternity/paternity package: newborn hospital discharge kit;
- Fruit provided 3 times a week;
- Company convenience store (Mercadinho da Confiança);
- Hybrid work model;
- Partnership with Prisma Psicologia: discounted psychotherapy sessions for employees and dependents;
- PPR (profit-sharing/annual performance bonus).
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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