Help Desk Support Assistant

Description

Job Summary: We are seeking a responsible and proactive Help Desk Support Assistant to ensure well-managed support interactions and serve as WPLEX’s first point of contact for technical assistance. Key Highlights: 1. Essential contribution to the quality of support provided to companies and professionals. 2. Opportunity to learn application development for internal use. 3. Work environment that values responsibility, organization, and initiative. We are looking for a Help Desk Support Assistant with a strong sense of responsibility, organization, and initiative to join the WPLEX team and directly contribute to the quality of support delivered to companies and professionals operating daily public transportation through WPLEX solutions. This position is critical to ensuring well-managed, clear, continuous, and predictable support interactions, serving as the initial support contact and liaison with other company departments. **Your main responsibilities will include:** Providing user support by clarifying doubts, offering guidance, and conducting training on the use of WPLEX solutions. * Logging, tracking, and updating support tickets in the ticketing system, ensuring that status, decisions, next steps, and deadlines remain consistently clear to both the team and the customer. * Diagnosing issues, reproducing scenarios where applicable, and routing them accurately to technical teams—providing complete context to avoid rework. * Ensuring continuity of support across shifts, analysts, and involved departments. * Escalating and monitoring requests involving other departments, guaranteeing internal alignment and timely customer follow-up. * Creating and maintaining up-to-date documentation (support materials, manuals, guides, and knowledge base). * Sending and tracking customer satisfaction surveys, and participating in initiatives aimed at continuously improving internal processes and customer experience. * To succeed, you must transform vague or unclear reports into precise descriptions, investigate methodically (using documentation, testing, evidence), maintain full traceability, and prioritize tasks effectively. **Nice-to-have:** If you’re interested in application development, this is a great environment: the team builds and maintains internal support tools, offering learning opportunities and increasing involvement based on performance and functional maturity. (Important: The primary focus of this role is support and ticket management; progression into development is a possible but not guaranteed path, and occurs gradually.) **What we expect from you:** * Academic background: completed or ongoing bachelor’s degree (or technology-focused undergraduate program) in compatible fields such as IT/Information Systems/ADS, Engineering (Computer, Production, Transportation), Business Administration, Logistics, or related disciplines. * Customer focus and empathy. * Team spirit and collaborative mindset. * Clear and concise communication (both verbal and written), including strong writing skills for chat/email. * Proactivity and autonomy to manage support interactions end-to-end. * Organizational skills, sense of urgency, and accountability for deadlines. * Ability to analyze contexts, connect information, and maintain consistent records. * Logical reasoning and abstraction skills to handle rules of expert systems. * Familiarity with computer applications and workplace tools (Word, Excel, email, and messaging platforms such as Slack or similar). **Desirable:** * Basic English proficiency. * Experience in customer service. * Prior work experience, preferably in software, logistics, or transportation companies. * Familiarity with ticket/project management tools (e.g., JIRA, Trello). **Academic background** * Completed or ongoing bachelor’s degree in Technology or Exact Sciences. **What we offer for this position:** * Remote Work Allowance * Meal/Voucher card (Swile – flexible) * Commuter Benefit (transportation voucher or parking) * Unimed Health Insurance * DentalPrev Dental Insurance (50% monthly premium covered) * Sul América Life Insurance (no co-payment) * Panvel Pharmacy Partnership * Gympass **Working Hours:** 9:00 AM–1:00 PM and 2:00 PM–6:00 PM. **Hybrid Work Model:** **1 day per week onsite.** Santo Antônio de Lisboa, Florianópolis. CLT employment regime.