**Requirements:** * Reside in the Paraíba Valley region * Prior experience in technical support * Education in Information Technology (technical or higher education – 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 **Profile we seek:** * Analytical, organized profile with strong problem-diagnosis capability * Genuine interest in understanding customer needs and proposing appropriate solutions * Ability to learn quickly, develop technical skills, and handle new challenges * Strong communication skills, with the ability to explain technical topics clearly and accessibly * Consultative approach to support, with active listening and empathy * Attention to detail and commitment to delivery quality * Ability to manage multiple tasks while maintaining organization and prioritization * Openness to sharing knowledge and participating in training sessions * Proactivity in suggesting improvements to processes, routines, and product usage * Professional and collaborative relationships with customers and internal teams **Responsibilities:** * Provide customer support through various communication channels * Deliver technical and consultative support, mapping customer needs and guiding proper system usage * Clarify software-related questions * Map and analyze problems 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 (hard drives, monitors, mice, keyboards, printers) * Analyze and record requests for new features, contributing to Sophia product evolution * Establish and maintain trusting relationships with customers to foster loyalty * Conduct customer training, either in-person or remotely * Produce content (presentations, live sessions, supporting materials) to encourage and support use of Sophia products * Use the support ticketing tool to ensure complete documentation of interactions with internal and external customers