TECHNICAL SUPPORT ANALYST

Description

Job Summary: The professional will provide consultative technical support, mapping customer needs and guiding system usage, with a focus on relationship building and problem resolution. Key Highlights: 1. Consultative customer service and technical support 2. Analysis and resolution of complex technical issues 3. Customer relationship development and retention **Requirements:** * Reside in São José dos Campos, Jacareí, or Caçapava * Prior experience in Level 1 technical support * Education in Information Technology (technical or undergraduate degree – currently enrolled or completed) * Basic hardware technical knowledge * Strong verbal and written communication skills * Availability for occasional travel * Database knowledge, including: * Table structure * Relationships * Primary key and foreign key * Basic SQL language knowledge, especially query commands (SELECT) * Basic networking and internet knowledge, including: * Understanding of network topology and operation * Identification of machine name and IP address * Installation and use of remote access tools **Responsibilities:** * Provide customer support through various communication channels * Deliver consultative technical support, mapping needs and guiding appropriate system usage * Clarify software-related questions * Map and analyze issues reported by customers, simulating environments for diagnosis and resolution * Conduct external technical visits when necessary to resolve issues or clarify doubts * Install and configure software * Prepare machines and equipment (HDD, monitor, mouse, keyboard, printer) * Analyze and document requests for new features, contributing to Sophia product evolution * Establish and maintain trusted customer relationships, promoting retention * Conduct customer training, either in-person or remotely * Produce content (presentations, live sessions, supporting materials) to encourage and support Sophia product usage * Use the support ticketing system to ensure complete documentation of interactions with internal and external customers **Ideal Candidate Profile:** * Communicative, organized, and capable of understanding and assisting in resolving technical issues * Genuine interest in understanding customer needs and guiding appropriate solution usage * Quick learner, eager to develop technical expertise and tackle new challenges * Strong communicator, able to explain technical topics clearly and accessibly * Consultative approach to customer service, with active listening and empathy in customer interactions * Ability to manage multiple demands while maintaining organization and prioritization in service delivery * Openness to sharing knowledge and participating in training sessions * Proactive in suggesting process, routine, and product usage improvements * Professional and collaborative relationships with customers and internal teams **What We Offer:** * Hybrid work model * Home office allowance * Medical insurance * Dental insurance * Childcare allowance * Life insurance * Meal voucher * Total Pass * Mediquo * Profit-sharing program (PLR) All information provided during the selection process will be treated confidentially and used exclusively for recruitment and selection purposes, in compliance with the General Data Protection Law (LGPD).