Senior Support Analyst

Description

**Job Description:** Provide specialized second-level technical support to customers, analyzing and resolving complex tickets, documenting features, validating development requests, and contributing to the continuous improvement of the TMS system. **Key Responsibilities:** * Deliver specialized technical customer support using the tools provided by the company, focusing on high-complexity issues; * Provide in-depth technical support and clarifications regarding the TMS system purchased by the customer, including configurations and advanced usage scenarios; * Thoroughly record all customer requests, with emphasis on technical analysis. Deliver advanced guidance on optimal TMS usage, proposing solutions and optimizations; * Critically analyze tickets escalated by Assistants (L1\), identify root causes, and propose appropriate solutions or escalations; * Actively contribute to documenting existing features and creating documentation for new features; * Perform technical analysis and validation of tickets submitted to development, ensuring clarity and completeness of information; * Analyze and log improvement suggestions for new requests, contributing to product evolution; * Participate in customer meetings to clarify complex requirements and present feedback on implemented adjustments. **Mandatory Requirements:** * Completed or ongoing undergraduate degree in Information Technology, Logistics, Business Administration, Accounting Sciences, or related fields; * Proven experience in technical system support, preferably with TMS; * Ability to analyze and resolve complex problems; * Skill in documenting processes and features; * Strong communication and interpersonal skills for interacting with customers and internal teams. **Preferred Qualifications:** * Advanced TMS knowledge; * Systems analysis, Service Desk tools, technical documentation. **Behavioral Competencies:** * Analytical thinking; * Problem solving; * Proactivity; * Technical communication; * Customer focus; * Organization; * Collaboration.