Job Summary: The Technical Support Assistant is responsible for providing basic-level support and serves as the first point of contact for customers to quickly resolve operational issues. Key Highlights: 1. Multichannel and standardized customer service 2. Technical support for telematics and fleet management 3. Assistance in vehicle accident, theft, and robbery situations **Who We Are** We are a technology-driven company passionate about developing practical and intelligent solutions that enable agile management of people, logistics, and fleets. We consolidate information and analytics to provide preventive and effective control—clearly and objectively—supporting efficient and precise decision-making. As an innovative company, we pursue the best market trends in telematics and fleet management, delivering security and cost savings to our customers. Our Technical Support Assistant provides basic-level technical support and serves as the first point of contact with end customers. The primary focus is rapid resolution of operational issues, accurate recording of interactions, and appropriate escalation of complex cases. * Respond to customers via multiple channels (chat, phone, e\-mail, and platform), using G4 Flex (chat and telephony) and Freshdesk (ticket management), following predefined scripts and workflows to ensure agile and standardized service. * Execute basic commands on tracking platforms—including lock/unlock, location, and monitoring—using SSX, Allcance (Vodafone/Alcom), Google Messages, Eseye, and QMS, ensuring accuracy and agility in operations. * Complete control spreadsheets and protocols with detailed and accurate information, using Google Sheets and Word Documents for data entry, organization, and updates. * Classify and escalate technical tickets to the analysis team when necessary, ensuring customers receive appropriate support. * Guide customers through simple procedures using a basic checklist covering service, analysis, equipment operation, and remote testing. * Identify and report recurring failures to the analysis team, assisting in detecting widespread issues. * Provide internal technical support by assisting other departments (Customer Service, Finance, Operations, and Embedded Teams) with low-complexity queries and issues. * Manage and operate the Queclink Management System (QMS), performing firmware updates, monitoring tracker status, and remotely configuring devices on the platform. * Assist in vehicle accident, theft, or robbery situations, conducting real-time follow-up with emphasis on prompt assistance to customers and authorities; also uses the support platform (Sinal PRF) for incident logging and notifications. **Hard Skills** + Completed high school education; + Customer service training; + Basic Microsoft Office suite training; + Familiarity with operating systems and web navigation; + Basic computer literacy training; + LGPD training; Soft Skills + Strong oral and written communication skills. + Patience, empathy, and active listening. + Organization and attention to detail. + Proactivity in seeking solutions. + Team spirit and commitment to customer satisfaction. **Desirable:** * Prior experience in technical customer service (call center, helpdesk, software support). * Basic knowledge of GPS, vehicle tracking, and electronic device functionality.
João Silva
Indeed · HR
João Silva
Indeed · HR
