Support Assistant

Description

Job Summary: The Support Assistant will assist customers in resolving questions and technical issues related to the ERP system, ensuring smooth software usage. Key Highlights: 1. Learn and apply basic support procedures 2. Provide customer service via chat and email 3. Analytical mindset and patience for problem resolution The Support Assistant will serve as the right-hand support for our customers, assisting\-them in resolving questions and technical issues related to ERP system usage. The goal is to ensure customers can operate the software smoothly, translating "technical jargon" into everyday business language. **Your Responsibilities** * Participate in training programs; * Observe more experienced analysts; * Learn and apply basic support procedures; * Provide customer service via chat and email; * Clarify basic questions (within initial knowledge scope); * Identify the customer's question complexity level and triage support requests for escalation to a senior analyst; * Monitor the Support Funnel (pending task cards) daily; **Ideal Candidate Profile** * Completed high school education (enrollment in undergraduate studies in Administration, Accounting, IT, or related fields is a plus). * Strong written and verbal communication skills: Clarity is essential when explaining complex processes. * Basic understanding of business rules (e.g., understanding what an invoice, accounts payable, or cash flow is). * Analytical mindset and patience for problem resolution. **Requirements** Empathy: Understand customer frustration when a process stalls. Agility: Prioritize urgent support requests effectively. Teaching ability: Enjoy teaching and seeing customers learn. Compensation: R$2\.071,00 per month Benefits: * Medical assistance * Dental assistance * Meal allowance * Transportation allowance Work location: On-site