Support Assistant I

Description

Job Summary: We are seeking a professional committed to technical support, autonomy, organization, and communication to manage tickets and configure hardware, contributing to process improvement. Key Highlights: 1. Commitment to continuous learning 2. Technical curiosity applied to support 3. Proactivity within standardization **Requirements** * Full autonomy and absolute mastery of operational structure * Clear and objective communication * Attention to detail * Organization and discipline * Empathy and patience * Commitment to continuous learning * Professional and collaborative attitude * Controlled autonomy * Proactivity within standardization * Technical curiosity applied to support **Technical Requirements** * Completed or ongoing undergraduate degree in: Administration, Production Engineering, Information Systems, Food Technology, or related fields. * Basic knowledge of operating systems (Windows/Linux), networks, office suites, and hardware support. * Strong verbal and written communication skills. * Prior experience in technical assistance or support is desirable. **Responsibilities:** * Create, edit, and monitor tickets in the system, ensuring detailed records and correct categorization according to defined criteria. * Collect basic technical information from users for initial triage and routing. * Perform simple troubleshooting (resolving basic issues) following documented operational scripts. * Configure basic hardware, including computers, monitors, keyboards, and printers, following standardized procedures. * Perform basic operational tasks on Windows and Linux systems, such as logging in, accessing files, and configuring local network settings. * Identify repetitive tickets and report patterns to improve internal processes. * Maintain and update basic operational documentation, always adhering to support-established standards. * Strictly follow customer service standards and SLA guidelines (response and resolution time for tickets). * Ensure predictable service delivery by following all defined workflows for task execution. * Actively participate in training sessions and feedback meetings to continuously improve performance.