About IDS Software and Consulting **IDS Software and Consulting** is an organization dedicated to excellence in public administration. We specialize in developing cutting-edge technology, delivering robust solutions and services with a human-centered focus. Our mission is to ensure that public agencies have the best tools to foster development and transparency in their cities. If you seek a career where technology transforms public administration, this is your place! The Role’s Challenge We are seeking a **Technical Support Analyst**, who will serve as the primary communication bridge between our clients and IDS’s software solutions. You will be responsible for ensuring customer satisfaction, product usability, and continuous product updates. Your Key Responsibilities This role is divided into two critical areas for client success: Technical Support and Problem Resolution * **Multichannel Support:** Deliver exceptional support to users of IDS systems via online chat, telephone, ticketing system (Movidesk), and occasionally on-site assistance. * **Diagnosis and Analysis:** Thoroughly understand and analyze user requests, performing initial problem diagnosis. * **Business Expertise:** Develop deep knowledge of the client’s business domain (public administration) and the technical functionalities of our products to provide consultative solutions. * **Issue Management:** Use the **Jira** platform to register, qualify, and route requests and defects requiring intervention from the Development team. * **Documentation:** Create and refine technical documents, reports, and FAQs to optimize self-service and enhance team knowledge. Version Management and Maintenance * **Continuous Updates:** Manage the client portfolio to ensure all clients consistently run the latest versions (builds and releases) of our systems. * **Technical Execution:** Perform and oversee version updates on the client’s database and environment. * **Post-Update Validation:** Conduct tests and validations on updated versions and promptly report any anomalies to the responsible departments. Job Requirements — Mandatory * Currently pursuing or having completed a Bachelor’s degree in Information Technology (IT), Systems Analysis, Computer Science, or related fields. Desirable (Differentiators) * Prior experience in customer service or technical support, especially with management software. * Familiarity with Help Desk tools (e.g., Movidesk) and project/bug tracking tools (e.g., Jira). The Profile We Seek At IDS, we value professionals who combine technical expertise with strong interpersonal skills. We are looking for someone who is: * **Results-Oriented:** Driven to resolve issues and achieve full customer satisfaction. * **Proactive and Inquisitive:** Does not wait for solutions but actively seeks knowledge and anticipates needs. * **Communicative and Empathetic:** Communicates clearly and easily places themselves in the user’s position to understand real needs. * **Technically Proficient:** Possesses sharp logical reasoning and high concentration capacity to diagnose complex scenarios. Join Our Team! If you align with our mission to innovate in public administration and possess the capability and drive to grow within a dynamic, people-centered environment, we want to meet you! **Your growth is our growth.** Reach out and become one of our talents!