Customer Support Agent

Description

We know exactly what we want: we are looking for a person capable of working in the Customer Support area, assisting our customers throughout their experience using our products, building trust and driving continuous improvement through empathetic, human-centered service. If you meet the requirements to work as a **Customer Support Agent**, and also resonate with our identity, then let’s go! We want to get to know you and explore the possibilities of working together to build the future. VSOFT is an ideal place for those who wish to accelerate their career and enjoy challenges—and this could be your moment to shine. We seek growth; to achieve it, we need the right people, working together to build unique solutions—just like you. **Responsibilities and Duties** * Resolve bugs and issues reported by customers during the use of workstations and equipment on-site when required or when the role is predominantly in-person; * Provide first-level customer support in-person and through digital channels (chat and/or e\-mail) and phone, acting as a contact point and intermediary between system users and the Technical Support team; * Receive, register, classify, prioritize, analyze, resolve, or redirect user requests (system errors, system-related requests, and questions); * Log all progress, relevant observations, information provided by users or other teams, in the helpdesk system; * Report open incidents to other team members and seek cooperation for resolution; * Escalate more complex scenarios to responsible departments; * Monitor issue resolution until feedback is sent back to the customer; * Assist in software and equipment installation and configuration; * Participate in training and skill development; * Proactively seek solutions and improve processes; * Identify and resolve problems before users report them; * Be available to participate in mentoring sessions for role development; * Perform pre\-production testing after version updates, when the role is in-person; * Conduct external support visits (branches, posts, police stations, etc.) as needed and upon client request; * Support more complex scenarios involving advanced tools, aiming to increase agent autonomy and resolution agility, with career progression in mind. **Requirements and Qualifications** * Proficiency in Microsoft Office Suite and Google Docs; * Knowledge of internet and mobile devices; * Familiarity with remote access tools, basic networking concepts, and databases; * Experience using/configuring cameras, PADs (digital signature tablets), and biometric sensors. * Clear and concise communication skills; * Ability to manage customer expectations; * Ability to quickly and efficiently identify and resolve problems; **Additional Information** * Minimum of 06 months of experience in the field; * Remote work on one (1) Saturday every two months; * **In-person work in Manaus \- AM.** To deliver our innovative products, we rely on relentless knowledge creation. Behind this effort stand authentic talents. In our mission to transform the world through technology, we count on you! With proprietary technology, Vsoft is a scientific research investor company with 25 years of experience, focused on developing innovative technologies specializing in human identification and process certification. We invest in Research and Knowledge, as well as in the creation and acceleration of products and startups across diverse sectors—including IDTechs, FinTechs, and EdTechs—with the goal of shaping a future that meaningfully impacts thousands of lives. We offer a diverse, dynamic, and collaborative work environment. Additionally, 99% of reviewers on Glassdoor recommend us to a friend, and we are certified by Gupy as a “Company That Gives Feedback.” These recognitions further confirm our commitment to caring for those who make Vsoft possible!