TECHNICAL ASSISTANT (CUSTOMER SUPPORT)

Description

Job Summary: A professional responsible for customer service and technical support, performing ticket triage, analysis, and follow-up, as well as interacting with internal departments to drive improvements. Key Highlights: 1. Multichannel customer service focused on technical solutions 2. Technical analysis and triage of support tickets in the SAP system 3. Interaction with various departments to resolve non-conformities **ABOUT THE HIRING COMPANY:** "Confidential" **MAIN RESPONSIBILITIES:** Provide customer support via phone, email, WhatsApp, and a service chatbot, resolving inquiries, complaints, and technical requests; Perform technical triage and analysis of received support tickets, identifying the optimal solution (e.g., replacement, repair, usage guidance, etc.); Register and track technical support tickets in the SAP system; Manage warranty deadlines, authorizing or denying service requests according to company policy; Request pickups, replacements, or part shipments and monitor logistics until resolution; Provide technical support to representatives, retailers, and end customers; Interact with internal departments (Quality, Distribution Center, R&D, Logistics, Sales) to address non-conformities and complaints; Suggest process improvements for customer service based on recurring issues. **REQUIREMENTS:** Strong writing/typing skills Experience in customer service Basic knowledge of warranties, after-sales service, and customer negotiation **EDUCATION:** Completed high school; undergraduate degree (in progress or completed). **COMPENSATION:** Competitive **BENEFITS:** Health and dental insurance, pharmacy benefit program, transportation allowance, attendance bonus **WORK HOURS:** 7:30 AM to 5:18 PM (Monday to Friday) **EMPLOYMENT TYPE:** On-site **WORK LOCATION:** Navegantes/SC **HIRING METHOD:** CLT