Job Summary: The professional will provide first-level support to internal customers, registering, tracking, and resolving tickets while contributing to the continuous improvement of processes. Key Highlights: 1. First-level support for internal customers 2. Functional support and SLA monitoring 3. Preparation of customer service performance reports **What is nstech?** NSTECH is the world’s most comprehensive open logistics platform, building the digital future of freight transportation together with the entire logistics ecosystem. Our goal is to connect and transform the logistics chain by offering hundreds of integrated solutions in a single place. We believe in the power of technology to improve the world—reducing CO2 emissions, accidents, and cargo theft. **Responsibilities and Duties** * Provide first-level support to internal customers, registering, tracking, and resolving tickets in accordance with defined procedures. * Perform initial triage and analysis of incidents and requests related to operational systems, ensuring accurate understanding of requirements. * Deliver functional support to users, guiding them on proper system usage and operational best practices. * Record information clearly, concisely, and completely in ticketing systems (**ServiceNow and Movidesk**), ensuring traceability and appropriate history logging. * Monitor **SLAs and response deadlines**, guaranteeing timely responses to customers within agreed timeframes. * Escalate requests to higher support levels when necessary, maintaining clear, organized, and proactive communication with involved teams. * Support simple testing, validation, and acceptance activities for fixes, systemic adjustments, or improvements. * Collaborate with the support team and other departments to drive **continuous improvement of customer service and support processes**. * Prepare and monitor **customer service performance reports**, analyzing ticket volume, response and resolution times, SLA compliance, and key issues—supporting management decision-making and identifying opportunities for improvement. **Requirements and Qualifications** * Completed high school education (technical or undergraduate studies in IT, Information Systems, Systems Analysis, or related fields are desirable). * Prior experience in internal or external customer support, service desk, or first-level support roles. * Basic knowledge of ticket registration, tracking, and handling. * Familiarity with ticketing systems (ServiceNow, Movidesk, or similar). * Understanding of SLAs, service response deadlines, and request prioritization. * Strong verbal and written communication skills. * Organizational ability, attention to detail, and sense of responsibility. **Additional Information** * Experience with operational/logistics systems. * Exposure to logistics, port, or industrial operations environments. * Prior knowledge of **ServiceNow and/or Movidesk**. * Experience monitoring and preparing **customer service metrics (KPIs)**. * Familiarity with ITIL or service management best practices. * Undergraduate studies in progress in IT, Logistics, Systems, or related fields. * Proactivity in identifying process and service improvements. We are nstech—the world’s most comprehensive open logistics platform—and we’re building the digital future of freight transportation alongside the entire logistics ecosystem. Our mission is to positively impact society by reducing pollution, traffic congestion, road fatalities, and logistics costs. Moreover, we drive economic growth, wage equity, diversity, and personal and professional development. We think big and have an ambitious dream: improving the world through logistics and mobility technology. We are already present in 11 countries—Brazil, USA, Mexico, Colombia, Peru, Ecuador, Bolivia, Chile, Argentina, Portugal, Angola—and continue expanding our global impact. By joining nstech, you’ll become part of a team passionate about **innovation**, **technology**, and **transformation**. You’ll have the opportunity to work on **challenging**, **large-scale projects**, collaborating with talented and diverse professionals. Here, we value continuous learning, professional growth, and a collaborative work environment. If you seek a dynamic environment where your skills and passion for technology can make a difference, join us as an nstecher and help shape the future of logistics and mobility! **QMS CERTIFICATION:** nstech is certified with the Sustainable Business ESG Seal. This certification recognizes companies that deliver social and environmental benefits and actively contribute to building a more inclusive, equitable, and regenerative economic system—for people and for the planet.