Job Summary: We are seeking a responsible, organized, and proactive Help Desk Support Assistant to ensure high-quality and uninterrupted support for WPLEX solutions. Key Highlights: 1. Essential role in initial support and connection with other company departments. 2. Opportunity to learn internal application development. 3. Focus on continuous process improvement and customer experience. 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 supporting enterprises and professionals operating public transportation daily through WPLEX solutions. This position is critical to ensuring well-managed, clear, consistent, and predictable support interactions, serving as the first point of contact and liaison with other company departments. **Your main responsibilities will include:** Providing user support by clarifying doubts, offering guidance, and conducting training on how to use WPLEX solutions. * Logging, tracking, and updating support tickets in the ticketing system, ensuring that status, decisions, next steps, and deadlines remain clearly visible to both the team and the customer. * Diagnosing issues, reproducing scenarios where applicable, and correctly escalating to technical teams with full contextual information to avoid rework. * Ensuring continuity of support across shifts, analysts, and involved departments. * Escalating and tracking requests involving other company departments, guaranteeing internal alignment and timely customer follow-up. * Creating and maintaining documentation (support materials, manuals, guides, and knowledge base). * Sending and tracking customer satisfaction surveys, and participating in initiatives for continuous improvement of 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. **Bonus Qualification:** If you’re interested in application development, this is a great environment: the team builds and maintains internal tools to support help desk operations, offering opportunities for learning and increasing involvement based on performance and professional 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), Administration, Logistics, or related disciplines. * Customer focus and empathy. * Team spirit and collaboration. * Clear and concise communication (verbal and written), with strong writing skills for chat/email. * Proactivity and autonomy to manage support interactions from start to finish. * Organization, urgency awareness, and commitment to deadlines. * Ability to analyze contexts, connect information, and maintain consistent records. * Logical reasoning and abstraction capability to handle expert system rules. * Familiarity with computer systems and workplace tools (Word, Excel, email, and messaging platforms such as Slack or similar). **Desirable:** * Basic English. * Customer service experience. * 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 * Swile Meal/Food Benefit (flexible) * Transportation Benefit 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.