Job Summary: Provide initial user support, resolve low-complexity incidents, and ensure SLA compliance and service quality. Key Highlights: 1. User support and system training 2. Incident registration, classification, and tracking 3. Documentation of procedures and solutions **About the Position** Provide initial user support, analyze and resolve low-complexity incidents, ensuring SLA compliance and service quality. **Responsibilities and Duties** * Conduct user training for CITNET and NSCorr systems. * Provide support via WhatsApp, e\-mail, and/or ticketing system. * Register, classify incidents and requests in the designated tool. * Escalate tickets to Level 2 when necessary. * Track tickets until resolution. * Document procedures and solutions in the knowledge base. * Meet SLAs and service targets. **Requirements and Qualifications** * Completed high school education (technical or undergraduate studies in IT preferred). * Proficiency in Microsoft Office Suite. * Prior experience in help desk/user support (preferred). **Preferred Qualifications** * Strong verbal and written communication skills. * Empathy and customer focus. * Ability to work under pressure. * Teamwork orientation. * Organizational skills, attention to detail, and deadline awareness. * Proactivity. * Experience in billing within transportation, insurance, or logistics sectors. * Knowledge of transportation insurance billing processes
João Silva
Indeed · HR
João Silva
Indeed · HR
