Job Summary: NeoGrid is seeking proactive professionals to interact with customers, resolve technical and operational requests, and collaborate on the evolution of tools and processes. Key Highlights: 1. Consultative interaction with customers across multiple support channels 2. Coordination with internal teams for alignment and prioritization of activities 3. Continuous support for the evolution of tools and processes **Want to join a purpose-driven team?** NeoGrid is a publicly traded company (B3: NGRD3\) and a reference in **retail, industrial, and distribution technology and data intelligence**. For over 26 years, we have developed solutions that connect the entire consumption and supply chain, enabling our customers to make faster, smarter, and more profitable decisions. We are looking for people focused on continuous improvement, capable of guiding themselves by real and actionable business metrics, and who can help us impact the worlds of retail, industry, technology, and consumers. At NeoGrid, we exist for our customers, and every day we commit to delivering outstanding results with excellence. We believe in the power of **diversity**, which broadens perspectives, fosters inclusion, and drives growth. Here, you’ll have the opportunity to demonstrate your value and challenge yourself while helping **the largest players in the national market** keep their businesses aligned with consumer demands! **Responsibilities and Duties** **In this role, you will:** * Interact with customers through official support channels (phone, WhatsApp, chat, e\-mail, and tickets via Dynamics), providing consultative support and resolving technical and operational requests; * Coordinate with internal teams and stakeholders (Data Quality, Engineering, Ingestion, Onboarding, Product, and Architecture) to ensure proper progress, prioritization, and alignment of interdependent activities; * Monitor incidents, requests, and recurring issues, contributing to root cause analysis (RCA) and mitigation of impacts on customers; * Continuously support the evolution of tools, processes, and support standards by suggesting improvements focused on operational efficiency, customer experience, and reduction of recurrence; * Support proactive communication with customers regarding incidents, data delays, maintenance, and reimplementation activities, ensuring clarity, alignment, and transparency; * Maintain consistent records and updates in support systems, guaranteeing traceability and history of interactions. **Requirements and Qualifications** **To succeed in this role, you should have:** * Intermediate proficiency in Microsoft Office, especially Excel for data analysis, tracking, and reporting; * Prior customer service experience, preferably in technology or service-oriented environments; * A proactive profile, with an ownership mindset, strong sense of responsibility, and focus on problem resolution and customer satisfaction; * Resilience; * Maturity to operate effectively in dynamic, data-driven environments; * Currently pursuing a bachelor’s degree in Information Technology, Production Engineering, Business Administration, or related fields. **Nice to Have:** * Experience with ticket management and support administration tools (e.g., Dynamics, Jira, or similar); * Intermediate SQL knowledge, with ability to perform queries for data extraction, analysis, and validation. **Additional Information** At NeoGrid, People Matter. That’s why we offer benefits supporting the personal and professional development of our people. Our opportunities are **Remote or Hybrid**, exclusively for candidates residing in Brazil! We offer **Flexibility** in working hours! We provide **Health Insurance**, **Dental Insurance**, and **Life Insurance** (all extendable to legal dependents). We offer **Medication Allowance**, extendable to children! We provide **Transportation Voucher** or **Parking Allowance**, for those living in cities where we have offices! With our **Flexible Meal/Voucher Allowance**, you decide how to use it. We support your well-being with **Wellhub** (formerly **Gympass**) and **TotalPass**. During your birthday month, you’re entitled to a day off — **on the date of your choice**, to rest however you prefer. Count on our parental support program, **NeoBaby**, designed specifically for new mothers and fathers! We offer **Unico Skill**, an educational solution providing external training opportunities for continuous development. We provide **Childcare Allowance** and **Extended Parental Leave**: **6 months** for mothers and **30 days** for fathers. We have a **Referral Program**, bonuses, and much more! *Phew! Now all that’s missing is you joining us.* **Who We Are** Born from an ambitious dream, NeoGrid entered the world destined for greatness! For 26 years, we’ve built a powerful ecosystem of technology and data intelligence — the only one capable of connecting and accelerating retail and industry to sell more, with greater margin. We possess a solid foundation of customers, data, technology, and security to sustain large-scale operations through actionable insights that support our customers’ business planning and execution. Today, over 8,000 companies — including the largest industries and retailers in Brazil and worldwide — rely on NeoGrid solutions to optimize their operations. Our remote or hybrid work model is supported by offices in Joinville, São Paulo, and Florianópolis, offering spaces to build, exchange ideas, and celebrate with our people. **The NeoGrid Way** Our culture is alive and strong in everything we do: in gestures of collaboration, dedication to our customers, and the initiative to go beyond in pursuit of the best results. This is our way of being!