Senior Technical Support Analyst

Description

Job Summary: A post-sales/customer support professional providing assistance for hardware, software, and network-related issues, emphasizing responsiveness, empathy, and efficient problem resolution. Key Highlights: 1. Customer support via multiple channels (phone, email, chat, WhatsApp). 2. Basic technical support and post-sales issue resolution. 3. Windows environment administration and SQL queries. JOYn RH is a recruitment consulting firm specializing in talent acquisition; we hire top-tier professionals for our clients across Brazil and worldwide. **About the Position:** We are seeking a professional to work in post-sales customer support, assisting both external customers and internal users with hardware, software, and network-related requests. The primary objective of this role is to ensure responsiveness, empathy, and efficiency in resolving post-sales issues, thereby guaranteeing customer satisfaction and optimal IT infrastructure performance. **Responsibilities:** * Provide customer support through multiple channels * + Answer calls, emails, chats, and WhatsApp messages, clarifying inquiries regarding products, services, policies, deadlines, pricing, and procedures. * Resolve issues and complaints * Identify the problem, listen empathetically to the customer, log the incident, and either provide an immediate solution or escalate to another department (e.g., finance, technical, logistics). * Process requests and orders * Log orders, returns, exchanges, cancellations, data modifications, appointments, and other requests, adhering to internal company procedures. * Provide basic technical support * In technology or service companies, guide customers through configuration steps, system/application usage, or equipment operation, escalating complex cases to higher-level support teams. * Log and track requests in the helpdesk tool * Create tickets/cases in support systems, update statuses, monitor SLAs, and follow up until resolution, ensuring customers remain informed about progress. * Administer Windows environments (installation, configuration, Active Directory, event logs, and troubleshooting common errors such as DCOM). * Execute SQL queries for incident analysis and reporting on databases like SQL Server, MySQL, or MariaDB. * Prepare Excel spreadsheets and technical reports for ticket tracking, inventory management, and SLA monitoring. * Log interactions and actions in the ticketing system (Service Desk Requirements: * Prior experience in technical support or customer service (IT domain). * Solid knowledge of hardware, networks, and Windows systems (Windows 10/11 and Windows Server). * TCP/IP networking, Wi-Fi, and network protocols * Intermediate Excel proficiency (filters, tables, basics, simple charts). * SQL query skills (basic to intermediate level). * Bachelor's degree in Technology; * Familiarity with cloud platforms (AWS, Azure, GCP) **Preferred Skills** * Experience with remote support tools and ticketing systems (ITSM, Service Desk). * Basic knowledge of Microsoft 365, Active Directory, and Power BI. * Strong communication skills, proactive attitude, and problem-solving focus. * Certifications such as CompTIA A\+, Network\+, or Microsoft are advantageous. * A bachelor’s degree in IT or a related field will be considered a plus.