**Job Mission:** Provide high-quality technical support to customers using our software, resolving issues, clarifying doubts, and offering guidance on product usage, following established policies and procedures. Offer new products and services that meet customer needs and expectations, aiming to ensure their satisfaction and success. Develop and maintain strong customer relationships, promoting loyalty and the company's brand. **Responsibilities:** * Ensure compliance with SLA (Service Level Agreement) and other service performance indicators within acceptable levels for the role, such as: productivity, customer satisfaction, average response time, dispute rates, resolution rate, among others. * Collect information for analysis and diagnosis of issues occurring in the sold solutions, using available tools, resources, knowledge base, and existing documentation. * Update and disseminate procedures and supplementary information regarding new software updates in the help center, keeping customers and other support analysts informed about product news and changes. * Document and share applied solutions so the team has the necessary information for future occurrences of similar incidents or inquiries in the Help Center, contributing to knowledge sharing and faster service response. * Monitor daily individual and team performance indicators, aiming to implement corrective actions if deviations occur, as well as to recognize and share best practices and successful cases. * Identify and offer new products and services to the installed customer base, forwarding these opportunities via ticket to the sales department for negotiation, aiming to increase revenue and customer retention. * Ensure customer success with product usage by monitoring results, benefits, and impacts generated by the software, as well as identifying potential difficulties, dissatisfaction, or customer needs. * Identify areas for improvement in service, processes, tools, and PrismaFive products, proposing innovative and feasible solutions to ensure continuous improvement in service quality and efficiency. * Conduct customer training on products online when requested or authorized by the immediate supervisor, ensuring proper and efficient software usage. * Provide customer service and guidance via phone, ticketing system, or other channels to address and resolve incidents and questions, ensuring proper adherence to procedures and SLA compliance. Remember that each customer interaction must be thoroughly documented in the ticketing system to provide a knowledge base for other professionals who may handle similar cases and to keep the customer updated. * Collect information for analysis and diagnosis of issues occurring in the sold solutions, using available tools, resources, knowledge base, and existing documentation. * Update and disseminate procedures and supplementary information regarding new software updates in the help center, keeping customers and other support analysts informed about news and changes in PrismaFive products. * Document and share applied solutions so the team has the necessary information for future occurrences of similar incidents or inquiries in the Help Center, contributing to knowledge sharing and faster service response. * Monitor daily individual and team performance indicators, aiming to implement corrective actions if deviations occur, as well as to recognize and share best practices and successful cases. * Occasionally provide on-site support, when previously requested and authorized by the immediate supervisor, to perform technical visits, installations, configurations, maintenance, or training for PrismaFive products at customer locations.