Technical Support Assistant III

Description

Job Summary: Join MatrixGo, a GPTW-certified company, to revolutionize customer experience with AI—focused on sales automation and support—in a dynamic and innovative environment. Key Highlights: 1. Join a team revolutionizing customer interaction through AI. 2. Dynamic environment focused on innovation and growth. 3. Certified by Great Place to Work in Brazil. MatrixGo is an artificial intelligence company serving internet service providers, specializing in automating sales and support interactions via intelligent chatbots across more than 20 digital channels. Our purpose is to transform customer experience through innovation, efficiency, and security. By working at MatrixGo, you will join a team revolutionizing how companies interact with their customers. We amplify sales and support efforts, delighting people through our technology—always striving to scale, surprise, and grow. If you seek a dynamic environment focused on innovation and growth, MatrixGo is the right place for you—and we are certified by **Great Place to Work as one of the best companies to work for in Brazil. Visit our website: https://matrixgo.ai/** **Responsibilities** * Provide technical support at **intermediate to advanced level (N2\)** * Perform troubleshooting using log analysis, evidence review, and root cause identification * Support validation of **API integrations (REST, JSON, authentication)** * Adjust customer service workflows and automations (chatbots/omnichannel) * Assist in creating and maintaining **simple scripts (e.g., JavaScript)** * Escalate critical issues appropriately to higher tiers (N3/Analyst) * Support technical documentation and knowledge base updates * Collaborate cross-functionally with internal teams (Product, Development, Sales) * Ensure SLA compliance and high-quality technical support delivery **Requirements** * Currently pursuing or holding a Bachelor’s degree in Technology-related fields * Prior experience in **technical support (minimum N1/N2\)** * Basic to intermediate knowledge of **programming logic** * Familiarity with **APIs (requests, JSON, common errors)** * Experience analyzing incidents and delivering technical customer support **Preferred Qualifications** * Experience with **chatbot platforms, omnichannel solutions, or digital support systems** * Knowledge of **JavaScript** * Experience in SaaS, telecom, or technology companies * Basic understanding of databases (SQL) * Experience with support tools (Zendesk, Freshdesk, etc.) **Behavioral Profile** * Analytical and investigative mindset * Strong organizational skills and sense of priority * Effective communication for interacting with customers and technical teams * Proactive problem-solving attitude * Ability to work under pressure and manage multiple tasks simultaneously Employment Type: Full-time CLT Compensation: Starting at R$2\.425,35 per month Benefits: * Health insurance * Dental insurance * Commercial partnerships and discounts * Life insurance * Meal allowance * Transportation allowance Work Location: On-site