Ikatec is looking for a **Technical Support Analyst** to join our team and ensure excellent service for our customers. You will be responsible for diagnosing and resolving technical issues, managing support tickets, and contributing to continuous process improvement. **Responsibilities** * Respond to customer requests submitted via application, phone, email, on-demand, and remote access, effectively solving reported issues; * Ensure efficient and empathetic customer service, providing the best possible experience; * Gather customer feedback, identify recurring errors, and proactively anticipate solutions to prevent similar future requests; * Conduct tests and leverage knowledge of the client's environment to provide accessible and effective solutions; * Monitor and handle 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; * Analyze service patterns and suggest improvements to enhance process efficiency; * Collaborate in creating and updating internal processes and documentation; * Proactively develop internal solutions to avoid 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 skills 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!