Support Assistant

Description

Job Summary: Provide excellent service to customers and partners, resolving requests with empathy, a sense of urgency, and focus on delivering the best user experience, while collaborating with the team for continuous improvement. Key Highlights: 1. Excellent customer and partner service 2. Focus on delivering the best user experience and problem resolution 3. Active collaboration with the team for continuous improvement JOB MISSION: Provide excellent service to customers and partners, resolving requests with empathy, a sense of urgency, and focus on delivering the best user experience. Proactively identify and resolve issues to ensure service continuity and stakeholder satisfaction. Collaborate actively with the team to foster engagement, knowledge sharing, and continuous process improvement, always aligned with the company's values and objectives. * Provide first-level support to customers and partners via channels such as phone, chat, or ticketing systems. * Register, track, and update tickets, ensuring organization and adherence to established deadlines, especially during migrations and label-related tasks. * Identify, analyze, and resolve basic system issues. * Escalate requests to Level 2 (L2) support whenever necessary, providing complete and clear information. * Provide guidance and clarifications to users with empathy, courtesy, and focus on delivering the best experience. * Assist in maintaining procedures, manuals, and the knowledge base. * Monitor support metrics (SLA, response time, and customer satisfaction). * Collaborate with the team to continuously improve support processes. * Ensure compliance with company policies, standards, best practices, and defined processes. EDUCATION: Completed high school TECHNICAL SKILLS: * Basic hardware knowledge (installation, configuration, and maintenance of computers and peripherals) * Familiarity with corporate applications (e-mail, Office/Excel suite) * Ability to clearly and objectively record and document support interactions. * Experience with other management systems (a plus) * Familiarity with SLA, ITIL, or support best practices (a plus) * Basic knowledge of first-level (N1) technical support (a plus) COMPUTER SKILLS: Basic Excel proficiency Preferred: Advanced Excel proficiency