Job Summary: The professional will be responsible for addressing customer requests, managing the customer journey from registration through issue resolution, modifications, and reporting, providing technical support and contributing to continuous process improvement. Key Highlights: 1. Agile and proactive customer service, ensuring efficient solutions for customers. 2. Support in diagnosing and resolving platform and hardware issues. 3. Collaboration with teams to optimize support and propose improvements. Hey, come meet Gobrax! Today, we are the leading company in Latin America for connected fleet management—and we aim to become the best in the world. At Gobrax, we are driven by customer obsession, act with attitude, simplicity, and speed, and are always guided by data and the power of sharing. ✨ **Your mission at Gobrax:** To address customer requests and actively engage in supporting them! You will manage the customer journey—from registration and issue resolution to information updates and service report generation. **Your day-to-day responsibilities will include:** * Delivering agile and proactive customer service, ensuring efficient solutions that add value to their business. * Assisting in identifying and resolving inconsistencies and failures in the Gobrax platform, hardware, and application. * Analyzing data and information to identify potential failures and ensure system availability. * Clarifying questions from internal and external customers, ensuring correct understanding of platform functionalities. * Registering and managing tickets in the Service Desk system, ensuring traceability and interaction history. * Supporting preliminary diagnosis of platform issues, acting to minimize failures and errors. * Providing initial technical support to internal users, assisting in ticket resolution. * Preparing simple reports tracking activities and service interactions performed. * Participating in alignment meetings with the technology team to report recurring issues and suggest improvements. * Performing basic platform testing to validate fixes and new implementations. * Collaborating across different company departments to ensure efficient and integrated support. * Closing tickets, documenting the service provided. * Proposing improvements to service processes and workflows, contributing to continuous support evolution. * Ensuring efficient and courteous service, promoting a positive user experience. * Escalating complex cases to higher-level analysts (L1/L2\) and the technology team, ensuring proper demand routing. **What we’re looking for:** **Education:** * Completed high school; * Preferred: currently pursuing or having completed technical or undergraduate studies in Information Technology, Technical Support, Administration, or related fields. **Knowledge and Skills:** * Proficiency with technology, applications, and web systems; * Basic knowledge of technical support, customer service, and system operations; * Familiarity with Service Desk tools; * Ability to complete and monitor operational reports and data. * **Differentiators that set you apart:** * Prior experience in technical support, customer service, or Service Desk; * Basic knowledge of hardware devices, networking, telematics, or IoT; * Experience in technology, SaaS, tracking, or mobility companies; * Familiarity with tools such as Freshdesk, Zendesk, Jira, or similar. **Gobrax Benefits** Flexible Benefits — Caju Flexible allowance \+ meal allowance on a single card. Performance-based bonus. Health Insurance — Unimed Affordable monthly fee \+ co-payment. Dental Insurance — DentalUni Affordable monthly fee and extensive network of accredited providers. Transportation Allowance *or* Fuel Reimbursement (option with 6% payroll deduction) ️‍ ️ WellHub (Gympass) Access to wellness platform, gyms, and health services. Zenklub Emotional wellness platform offering psychological support and wellbeing content. ️ SESC Partnership Discounts and benefits across various units and services. Gobrax Academy Learning paths in technical, behavioral, and leadership development. Extended maternity and paternity leave ️ Life Insurance — MetLife Fresh fruit during work hours Happy Hour every Friday **Our Culture** At Gobrax, we are driven by customer obsession—we constantly seek to generate value and delight, simply and efficiently. We act with attitude, responsibility, and ownership—no excuses, with courage to make things happen. We don’t overcomplicate. Here, things are resolved lightly, objectively, and transparently. We are guided by data, which directs our choices and decisions, always seeking the best solutions. We value intentional speed—acting fast, yet with focus and clarity on the impact of our actions. We believe sharing accelerates progress—knowledge, feedback, learnings, and achievements are part of our collective journey. We value a healthy, welcoming environment built on genuine relationships. Here, all voices are heard; we celebrate victories and grow together. We lead by example, rejoice in each person’s success, and never stop learning. Come be a **Gobraxer**!