Zucchetti is an Italian multinational technology company that has been operating in Brazil for 12 years and has presence in over 50 countries. With more than 800,000 clients, Zucchetti is the first and largest software developer in Italy, investing heavily in innovation and generating annual revenues exceeding 9 billion Brazilian reais. Through the integration of people and technology, we create innovations that improve everyone's lives. We know that our mission to innovate and transform can only be achieved through talented and engaged individuals who embrace our purpose. We value stories and connections. Zucchetti talents have collaboration, responsibility, autonomy, innovation, determination, and enthusiasm embedded in their DNA! Our commitment to developing our talents is as strong as their commitment to the company’s growth. Together, we grow! We are looking for new talents who want to become part of this great team and a global company! **Position:** ---------- The professional will be responsible for providing customer support via phone, e\-mail, chat, and other support channels, always striving for excellence in service delivery. The goal is to resolve software-related issues, provide detailed information, and clearly and effectively clarify customer inquiries. Additionally, candidates must be committed to continuous learning and constant improvement in their role, remaining open to feedback and development. To support this, the professional will receive guidance and supervision aimed at enhancing the skills and knowledge required for the role. **Responsibilities:** * Efficiently handle support requests via phone, e\-mail, chat, or ticketing systems; * Accurately document all interactions and issues in the ticketing system; * Prioritize and categorize tickets based on urgency and business impact; * Monitor issue resolution and keep users informed throughout the process; * Clearly and effectively guide users in resolving basic problems; * Escalate complex issues to higher support levels (N2/N3\) when necessary; * Test and validate solutions before closing tickets, ensuring the issue has been properly resolved; * Maintain courteous, clear, and efficient communication in all interactions; * Manage user expectations by ensuring transparent and effective communication; * Collaborate with the team to deliver the best possible user experience; * Perform related tasks as required by the company and upon request from supervisors. **Requirements:** --------------- * Pursuing a Bachelor's or Technical degree in Information Systems, Software Engineering, or related fields; * Desirable 6 months to 1 year of experience in technical support or related areas; * Strong oral and written communication skills for interacting with users; * Patience and empathy in customer service, ensuring a positive experience; * Ability to efficiently diagnose technical issues; * Organized, detail-oriented, and proactive in addressing demands; * Ability to work in a team and collaborate with other departments. **Additional Information:** ----------------------- Join an Innovative and Growing Environment! At Zucchetti, we believe an inspiring and challenging work environment is essential for everyone's success. That’s why we are always seeking passionate individuals who are ready to grow with us! Here, we don’t just offer a job opportunity—we offer a true experience of well\-being and growth. On our side, we provide: * Health Insurance; * + Life Insurance; * GOGOOD Benefit Program, to care for your health and well-being; * PPR (Profit Sharing); * Career Development Plan; * Transportation Allowance; * Education Assistance (after probation period); * Birthday Day Off: A day off on your birthday; * On-site Parking; * ️ Rest Area: A comfortable space to relax and recharge during working hours; * Snack Tuesday: Special snacks available every Tuesday to make your day sweeter; * Popcorn Thursday: A weekly break to enjoy fresh popcorn; * Fresh Fruits: Daily availability of fruits to maintain your health and energy. **Work Model:** On-site **This position is also open to candidates with disabilities (PCD).** If you want to join a team that values innovation, personal growth, and employee well\-being, don't miss the chance to grow with us! Come build your future with us!