Support Assistant

Description

Job Summary: The professional will be responsible for handling customer requests, managing the customer journey from registration through issue resolution, information updates, and service report generation. Key Highlights: 1. Agile and proactive customer support for efficient solutions. 2. Technical support and troubleshooting for platforms and systems. 3. Collaboration with teams for continuous improvement and integrated support. Hey, come get to know Gobrax! Today, we are the leading fleet management company in Latin America for connected fleets, and we aim to become the world’s best. At Gobrax, we are driven by an obsession with our customers, act with attitude, simplicity, and speed, and are always guided by data and the power of sharing. ✨ **Your mission at Gobrax:** Be responsible for handling customer requests and actively engaging in the process! You will manage the customer journey from registration, issue resolution, information updates, and service report generation. **Your day-to-day responsibilities:** * Provide agile and proactive customer support, ensuring efficient solutions and adding value to their business. * Assist in identifying and resolving inconsistencies and failures in the Gobrax platform, hardware, and application. * Analyze data and information to identify potential failures and ensure system availability. * Clarify questions from internal and external customers, ensuring correct understanding of platform features. * Register and manage service tickets in the Service Desk system, ensuring traceability and interaction history. * Support preliminary diagnostics of platform issues, acting to minimize failures and errors. * Provide initial technical support to internal users, assisting in ticket resolution. * Prepare simple reports tracking activities and support interactions. * Participate in alignment meetings with the technology team to report recurring failures and suggest improvements. * Perform basic platform testing to validate fixes and new implementations. * Collaborate across different company departments to ensure efficient and integrated support. * Close service tickets, documenting the support provided. * Propose improvements to support processes and workflows, contributing to continuous support evolution. * Ensure efficient and courteous service, promoting a positive user experience. * Escalate highly complex cases to senior analysts (L1/L2) and the technology team, ensuring proper demand routing. **What we’re looking for:** **Education:** * Completed high school; * Preferred: currently enrolled in or graduated from a technical or higher education program in Information Technology, Technical Support, Administration, or related fields. **Knowledge and Skills:** * Comfort with technology, applications, and web systems; * Basic knowledge of technical support, customer service, and system operations; * Basic knowledge of Service Desk tools; * Ability to complete and monitor operational reports and data. * **Differentiators that set you apart:** * Prior experience in technical support, customer service, or Service Desk roles; * Basic knowledge of hardware devices, networks, telematics, or IoT; * Experience in technology, SaaS, tracking, or mobility companies; * Familiarity with tools such as Freshdesk, Zendesk, Jira, or similar. **Gobrax Benefits** Flexible Benefits — Caju Flexible allowance + meal voucher on a single card. Performance-based bonus. Health Insurance — Unimed Affordable monthly fee + co-payment. Dental Insurance — DentalUni Affordable monthly fee and extensive network of accredited providers. Transportation Allowance *or* Fuel Reimbursement (option with 6% payroll deduction) ️‍ ️ WellHub (Gympass) Access to wellness platform, gyms, and health services. Zenklub Emotional wellness platform offering psychological support and well-being content. ️ SESC Partnership Discounts and benefits across various units and services. Gobrax Academy Learning paths for technical, behavioral, and leadership development. Extended maternity and paternity leave ️ Life Insurance — MetLife Fresh fruit during work hours Happy Hour every Friday **Our Culture** At Gobrax, we are driven by an obsession with our customers, constantly seeking to deliver value and delight them—simply and efficiently. We act with attitude, responsibility, and ownership—no excuses, with the courage to make things happen. We don’t overcomplicate. Here, things are resolved lightly, objectively, and transparently. We are guided by data, which directs our choices and decisions, always aiming for the best solutions. We value intentional speed—acting quickly, but with focus and clarity on the impact of our actions. We believe sharing accelerates progress—knowledge, feedback, learnings, and achievements are part of our collective journey. We prioritize a healthy, welcoming environment built on genuine relationships. Here, all voices are heard; we celebrate victories and grow together. We lead by example, rejoice in each person’s success, and never stop learning. Come be a **Gobraxer**!