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Job Summary: Work as a Support Technician, serving as the key link in maintaining service excellence and acting as the bridge between customers and the product team. Key Highlights: 1. Specialized ticket support via Help Desk platform, email, and chat. 2. Technical analysis to diagnose issues and suggest product improvements. 3. Creation and updating of FAQs and tutorials to assist users. At Senior, technology is built by collaborative teams with autonomy, responsibility, and a focus on delivering real business impact. You will work on solutions that evolve continuously, tackling concrete challenges and participating in decisions that shape products used by thousands of companies. To help drive the tech ecosystem with us, learn more about Senior’s Technology Manifesto. **ABOUT THE CHALLENGE:** As a Support Technician at JobConvo, you will be the key link in maintaining our service excellence. You will act as the bridge between customers and the product team, ensuring operational questions and bugs are resolved promptly. **KEY RESPONSIBILITIES:** * Specialized Support: Handle user tickets (Recruiters, HR, Candidates) via Help Desk platform, email, and chat, adhering to established SLAs. * Technical Analysis: Diagnose platform issues, distinguishing system failures (bugs) from usage questions or incorrect configurations. * Business Acumen: Understand recruitment processes to anticipate customer pain points and propose consultative solutions. * Documentation (Knowledge Base): Create and update FAQ materials, manuals, and tutorials to help users resolve simple issues independently. * Product Feedback: Report recurring bugs and suggest improvements to Development (Dev) and Product (PO) teams, contributing to JobConvo’s evolution. * Data Quality: Ensure data integrity during ticket resolution and assist with minor database corrections when necessary. **WHAT WE EXPECT FROM YOU:** * Experience in Technical Support or Customer Success within technology companies (SaaS experience is a plus). * Experience with Help Desk systems (e.g., Zendesk, Freshdesk, Intercom, or similar). * Intermediate SQL knowledge (simple queries, filters, and basic updates) for data validation. * Familiarity with API documentation and testing requests via Postman/Insomnia for integration debugging. * Proficiency with spreadsheets for data analysis and reporting. **WHAT WOULD STRENGTHEN YOUR APPLICATION:** * Knowledge of ITIL (incident and problem management). * Prior experience with HR, recruitment, or ATS (Applicant Tracking System) platforms. * Intermediate Spanish for technical reading. **Our Benefits:** * Health and Dental Insurance; * Life Insurance; * PPLR — Profit and Results Sharing; * Wiipo Card with flexible benefits; * Wiipo Club with exclusive discounts and advantages; * TotalPass — Gym and wellness benefit; * OnHappy — Travel advantage benefit; * Banked Hours; * Citizen Company: Extended maternity and paternity leave; * Newborn Assistance; * PET Assistance; * Senior Corporate University; * Career Development Plan. **Our Senior Way of Being:** Our culture respects individuality and empowers people through innovation, collaboration, and autonomy. We believe in plurality, as experiences and perspectives are unique, offering opportunities inclusive of diverse people and ideas. It is precisely this approach that enables us to achieve outstanding results—driving customer success through the dedication of incredible people. These details are specific to this opportunity, but you can explore all our openings and learn more about being part of Senior on our careers page: senior.com.br/carreiras **We Are More Senior!** We are a Brazilian company recognized as one of the country’s largest software developers for business management. With over 35 years of history and nationwide presence, we drive the digital transformation of thousands of companies through technology. We expanded into international markets with the acquisition of a company in Colombia, strengthening our presence across Latin America. The quality of our solutions stems from the work of over 3\.600 professionals and a comprehensive portfolio focused on high performance. Guided by our purpose — Empowering People and Accelerating Businesses — we have been recognized eight times as a Great Place to Work®. We continue growing consistently, valuing people, culture, and collaboration, because accelerating the future is part of who we are. Discover more about us at **www.senior.com.br** or follow our content on social media:
