Support Assistant

Description

Job Summary: Deliver excellent service to customers and partners, resolving requests with empathy and a focus on the best user experience, while actively collaborating with the team. Key Highlights: 1. Excellent customer and partner service. 2. Collaborative work for continuous process improvement. 3. Proactive problem resolution and user satisfaction. JOB MISSION: Deliver excellent service to customers and partners, resolving requests with empathy, a sense of urgency, and a focus on the best user experience. Proactively identify and resolve issues, ensuring service continuity and stakeholder satisfaction. Actively collaborate with the team to promote engagement, knowledge sharing, and continuous process improvement, always aligned with the company’s values and objectives. * Provide first-level support to customers and partners via channels such as phone, chat, or ticketing systems. * Register, track, and update tickets, ensuring organization and adherence to established deadlines, particularly for migrations and labeling. * Identify, analyze, and resolve basic system issues. * Escalate requests to Level 2 (L2) support whenever necessary, providing complete and clear information. * Provide guidance and clarifications to users with empathy, courtesy, and a focus on the best experience. * Assist in maintaining procedures, manuals, and the knowledge base. * Monitor support metrics (SLA, response time, and customer satisfaction). * Collaborate with the team to continuously improve support processes. * Ensure compliance with company policies, standards, best practices, and defined processes. EDUCATION: Completed high school TECHNICAL SKILLS: * Basic hardware knowledge (installation, configuration, and maintenance of computers and peripherals) * Familiarity with corporate applications (e-mail, Office/Excel suite) * Ability to clearly and objectively record and document support interactions. * Experience with other management systems (preferred) * Familiarity with SLA, ITIL, or support best practices (preferred) * Basic knowledge of first-level (N1) technical support (preferred) COMPUTER SKILLS: Basic Excel proficiency Preferred: Advanced Excel proficiency