IT Infrastructure - Directory Specialist managing and securing core IT services for global operations at AT&S. Focus on Active Directory, identity management, and compliance in a regulated environment.
About the role
- First-level technical support for Ideia products and services via phone, chat and email. Track tickets, create help materials, assist onboarding and collaborate with product and development teams.
Responsibilities
- Provide first-level technical support to users of products and services (such as Ideia Chat, Ideia Signer and Ideia MEI) via phone, chat, email and the ticketing platform.
- Log, classify and track customer requests in the ticketing platform from opening through resolution.
- Assist with training and onboarding of new users and clients, explaining features and best practices for using our tools.
- Identify patterns of recurring issues and pain points that impact the user experience.
- Create and update help materials, such as FAQs, tutorials, knowledge base articles and troubleshooting guides.
- Monitor customers’ product usage, gather feedback and proactively identify situations that may generate questions or problems.
Requirements
- Proven experience in Technical Support or Customer Service within technology environments.
- Strong interpersonal, verbal and written communication skills, with the ability to translate technical terms into accessible language and interact clearly, concisely and empathetically with customers.
- Ability to work collaboratively across teams (Product, Development, Sales) to resolve complex issues and support continuous improvement.
- Proactivity, autonomy and strong problem-solving skills to find solutions and anticipate customer needs.
- Basic knowledge of customer support and ticket management tools (e.g., Zendesk, Freshdesk, Jira Service Management or similar).
- Availability to work in a hybrid model.
Benefits
- Health insurance
- Dental insurance
- Childcare assistance
- Educational assistance
- Bonus
- Christmas hamper
- Meal allowance
- Transportation allowance
- Birthday day off
- Pet assistance
- Attendance bonus
- Total Pass
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