Junior Technical Support Professional

Description

Job Summary: We are looking for a professional committed to delivering healthcare with love to all Brazilians, valuing collaboration, development, and real impact on people's lives. Key Highlights: 1. An environment that embraces diversity and encourages authenticity 2. An opportunity to make a real impact on the lives of millions of Brazilians 3. A space to learn, propose, and transform We are seeking someone who believes that enabling access to healthcare must be a commitment. At Pague Menos, care is in our DNA. That’s why we value those who share our values—people who are **doers who do good**, who love serving others, who are committed to the future of our business, who have an owner’s mindset, and who consistently exceed results. After all, doing good also means valuing people—it means working alongside a team that helps us fulfill our **purpose of delivering healthcare with love to all Brazilians**, developing potential, and striving to do more and better—always learning and growing! **What It’s Like to Work Here?** We believe diverse people build better solutions. Therefore, we cultivate an environment that embraces diversity and encourages everyone to be their authentic selves—with respect and authenticity. We work collaboratively, with space to learn, propose, and transform. More than executing tasks, each person has the opportunity to make a real impact on the lives of millions of Brazilians every day. **Responsibilities and Duties** * Respond to users courteously and professionally via WhatsApp or ITSM; * Accurately log requests and incidents in the ITSM system; * Perform triage to prioritize tickets based on criticality; * Ensure compliance with TMO (Average Response Time) and TME (Average Wait Time) metrics; * Follow best practices for customer service; * Resolve incidents via WhatsApp and ITSM with a focus on First Contact Resolution (FCR); * Configure devices and systems, and provide technical guidance; * Use multimedia (images, links, videos) to facilitate resolution; * Handle escalated tickets and escalate complex cases; * Consult FAQs and training materials for accurate solutions; * Monitor TMO and TME to maintain defined standards; * Prioritize SLA compliance; * Log all interactions in the ITSM system; * Maintain a welcoming and patient demeanor, especially under pressure; * Communicate clearly, concisely, and adaptively according to the user’s profile; * Regularly update users on request status; * Contribute to updating the knowledge base with solutions for recurring issues; * Follow documented scripts and workflows for standardization and efficiency; * Suggest improvements to guides and procedures based on support experience; * Operate ITSM tools for ticket logging and escalation; * Apply ITIL practices for incident and request management; * Participate in training and alignment sessions on new processes; * Guide users to avoid common errors and recurring problems; * Suggest process and system improvements to reduce ticket volume. **Requirements and Qualifications** * Bachelor’s degree (completed or in progress) in Computer Science, Information Systems, Information Technology Management, Computer Networks, or related fields; * Desired certifications and courses: ITIL, Leadership, Microsoft, Linux; * Familiarity with ITSM tools (ServiceNow, Zendesk, Jira, Service Desk, etc.). **Additional Information** BENEFITS: * Meal allowance (per collective bargaining agreement); * Transportation allowance; * Annual bonus; * Health insurance (eligibility varies by location and position); * Dental insurance (voluntary enrollment); * Life insurance; * Funeral assistance; * Pague Menos Corporate University with courses and training — Up Farma; * Gold discount at Pague Menos Pharmacies; * Pharmacy benefit program with payroll deduction — Epharma; * Wellhub (well-being platform offering physical activities, mindfulness, and more); * Educa Mais (personalized plans for undergraduate, graduate, mentoring, free courses, and language learning); * Pague Menos mobile phone chip; * Car rental discounts; * Airline ticket discounts; * On-site fitness classes, subject to location; We do not discriminate based on race, religion, sexual orientation, gender identity, nationality, disability, or age. In the history of **Pague Menos**, health and well-being are both origin and purpose. Promoting access to healthcare means expanding freedom, care, and quality of life for millions of Brazilians. We are a Brazilian company, built by **people who do good**, committed to delivering healthcare with love to all Brazilians. We operate in all states across Brazil and today have nearly **1,700 stores and over 28,000 employees**, forming a diverse community that grows together and delivers real impact in people’s lives. Our story began in 1981 with the opening of our first store in Fortaleza (CE). Since then, we’ve grown by valuing people, focusing on customers, prioritizing sustainability, upholding integrity, exceeding results, and innovating in healthcare solutions. Today, we are the **second-largest pharmacy chain in Brazil**, achieved through a strategy combining efficiency, customer proximity, and strengthening our pharmaceutical consulting services. Our business model integrates products, services, and continuous care. We operate in specialty retail under the *drugstore* concept and have evolved into an integrated health *hub*. Working here means being part of an environment that values diversity, encourages authenticity, and believes in the power of collaboration. It’s a place to grow, contribute, and make an impact every day. Let’s do it—together?