Support Technician (Education Module)

Description

Job Summary: A systems support and customer service professional responsible for managing tickets, analyzing issues, guiding users, and keeping the knowledge base up to date. Key Highlights: 1. Specialized user support and technical assistance 2. Problem analysis and solution identification for systems 3. Ticket management and tracking **Responsibilities:** * Provide user support regarding questions, bug reports, training sessions, technical meetings, configuration/parameterization, and customization requests—always leveraging the knowledge base * Use and maintain an updated knowledge base * Register, track, and update tickets with full details of the support provided, including all related actions and ticket progress * Analyze reported problems and identify solutions within the system * Provide guidance on correct usage of features * Classify and prioritize tickets based on impact and urgency * Forward tickets to technical teams (e.g., development, business units), with a clear description of the request * Monitor follow-ups from technical teams and keep customers informed with regular updates **Requirements:** * Experience in customer service or systems support * Basic knowledge of systems * Familiarity with ticket creation and tracking (e.g., Jira, GLPI, Service Desk, etc.) * Ability to analyze problems and identify probable root causes * Aptitude for learning new systems and processes * Experience using knowledge bases * Understanding of school administrative routines, documentation, report card preparation, final results minutes, academic transcripts, student records, enrollment forms, school census, BNCC, and pedagogical workflows * Willingness to travel **Preferred Qualifications:** * Basic knowledge of databases or system logic * Knowledge of ITIL or support processes * Experience with ticketing and documentation tools (e.g., Jira, Service Desk, Confluence) Compensation: starting at R$2.700,00 per month Benefits: * Medical insurance * Dental insurance * Meal allowance * Food voucher * Transportation allowance Work Location: Hybrid remote work based in Volta Redonda, RJ