The **Ikatec** is seeking a **Technical Support Analyst** to join our team and ensure excellent service to our customers. You will be responsible for diagnosing and solving technical issues, managing support tickets, and contributing to continuous process improvement. **Responsibilities** * Handle customer support tickets submitted via application, phone calls, email, on-demand requests, and remote access, resolving reported issues; * Ensure efficient and empathetic customer service, providing the best possible experience; * Collect customer feedback, identify recurring errors, and anticipate solutions to prevent similar future tickets; * Conduct tests and leverage knowledge of the client's environment to deliver accessible and effective solutions; * Monitor and manage cases transferred within the team, ensuring timely resolutions; * Track ticket progress and keep customers informed about resolution timelines and status; * Create and modify robots within the application, as well as guide customers through activation and connection procedures; * Analyze service patterns and suggest improvements to increase process efficiency; * Collaborate in creating and updating internal processes and documentation; * Anticipate internal solutions to prevent rework and ensure consistency within the support team. **Requirements** * Experience in technical support or customer service within the technology field; * Knowledge of Windows and Linux operating systems; * Familiarity with networking concepts and communication protocols; * Analytical ability to diagnose problems and propose solutions; * Proficiency with customer service and monitoring tools. **Soft Skills** * Attention to detail and analytical thinking; * Clear and assertive communication; * Proactivity and organization in managing tasks; * Focus on customer experience and problem resolution; * Teamwork and collaboration; * Ability to adapt to dynamic environments. If you are passionate about technology, focused on problem-solving, and enjoy challenges, join our team!