Provide initial support to users, delivering Level I (N1) technical support, focusing on resolving simple inquiries, ensuring proper registration of requests and appropriate escalation to higher support levels, thereby contributing to customer satisfaction. * Support customers via phone, chat, or email, providing Level I functional support. * Accurately register and classify incidents in the system. * Apply standardized procedures to resolve recurring errors and inquiries. * Escalate complex incidents to Level II with complete and clear history. * Update the knowledge base with simple and recurring solutions. * Comply with company policies, procedures, and standards, as well as those related to work processes and implemented management systems. * Maintain order, custody, and preservation of materials, equipment, and documentation under one's responsibility, as well as workplace organization. * Perform other related activities associated with one's role and work process procedures whenever necessary. **Behavioral Competencies:** * Teamwork; * Communication; * Accountability for deliverables and results; * Organization; * Active listening;