Senior Technical Support Analyst

Description

Job Summary: A professional to provide post-sales customer service/support, assisting with hardware, software, and network-related requests, ensuring responsiveness and customer satisfaction. Key Highlights: 1. Multichannel customer service and post-sales issue resolution 2. Technical support for hardware, software, and networks 3. Administration of Windows environments and SQL queries JOYn RH is a recruitment consulting firm specializing in talent acquisition; we hire top-tier professionals for our clients across Brazil and worldwide. **About the Position:** We are seeking a professional to work in post-sales customer service/support, assisting external customers and internal users with hardware, software, and network-related requests. The role focuses on ensuring responsiveness, empathy, and efficiency in resolving post-sales issues, thereby guaranteeing customer satisfaction and smooth IT infrastructure operations. **Responsibilities:** * Provide customer service across multiple channels * + Answer phone calls, emails, chats, and WhatsApp messages, clarifying questions regarding products, services, policies, delivery timelines, pricing, and procedures. * Resolve problems and complaints * Identify the issue, listen empathetically to the customer, log the incident, and seek an immediate solution or escalate to another department (e.g., finance, technical, logistics). * Process requests and orders * Log orders, returns, exchanges, cancellations, data updates, scheduling, and other requests, following internal company procedures. * Provide basic technical support * In technology or service companies, guide customers through configuration steps, system usage, applications, or equipment operation, and escalate complex cases to higher-level support tiers. * Log and track requests in the helpdesk tool * Create tickets/cases in service management systems, update statuses, monitor deadlines, and follow up until resolution, ensuring customers are informed of progress. * Administer Windows environments (installation, configuration, Active Directory, event logs, and troubleshooting common errors such as DCOM). * Execute SQL queries for incident analysis and reporting on databases such as SQL Server, MySQL, or MariaDB. * Develop Excel spreadsheets and technical reports for ticket tracking, inventory management, and SLA monitoring. * Log interactions and actions in the ticketing system (Service Desk Requirements: * Prior experience in technical support or customer service (IT domain). * Solid knowledge of hardware, networks, and Windows operating systems (Windows 10/11 and Windows Server). * TCP/IP networking, Wi-Fi, and network protocols * Intermediate Excel skills (filters, tables, basics, simple charts). * Basic-to-intermediate SQL query skills. * Bachelor's degree in Technology; * Knowledge of cloud platforms (AWS, Azure, GCP) **Preferred Skills** * Familiarity with remote support tools and ticketing systems (ITSM, Service Desk). * Working knowledge of Microsoft 365, Active Directory, and Power BI. * Strong communication skills, proactive attitude, and problem-solving focus. * Certifications such as CompTIA A\+, Network\+, or Microsoft are advantageous. * A bachelor's degree in IT or a related field will be considered a plus.