Senior Helpdesk Assistant

Description

**Description and Responsibilities:** **Working Hours:** Monday to Friday, from 8:00 AM to 5:30 PM, with a 1-hour-and-30-minute lunch break **Level:** Professional **Employment Type:** Permanent – CLT **JOB MISSION** Assist in serving B2B and B2C clients by providing information, guiding users on platform usage, collaborating to identify solutions, ensuring customer satisfaction and retention, guaranteeing product delivery quality, and identifying and preventing errors through structured testing. **Note: Immediate start position** **KEY RESPONSIBILITIES AND DUTIES** * Respond to client requests via email, chat, or ticketing systems, assisting in resolving technical issues and clarifying questions about products or services. * Submit requests to the development team detailing identified bugs, improvement opportunities, and needs reported by served clients. * Identify system flaws through platform testing and inform the development team of required corrections. * Perform testing on deliverables provided by the development team and identify potential issues before final client delivery. * Deliver reports to the development team regarding problems identified during testing. * Support Customer Success by collaborating with the team, providing information and technical support to ensure clients achieve their goals and remain satisfied. * Document issues, solutions, and procedures for future reference, ensuring knowledge sharing and enabling more efficient problem resolution across the team. * Collect client feedback and report it to the team, contributing to continuous improvement of products and services. * Execute end-to-end testing. Validate fixes, new features, and deliverables prior to release. * Create and update test scenarios, use cases, and test scripts. * Log bugs in detail and collaborate with development to ensure resolution and track the product lifecycle, ensuring deliverables comply with requirements. **Requirements:** **Education:** Completed or ongoing undergraduate degree in Systems Analysis and Development, Information Technology, or related fields Solid experience in technical support / helpdesk **Functional support for SaaS software** Ability to guide users on optimal platform usage, explain features, workflows, and best practices, ensuring a positive experience and preventing operational errors due to incorrect usage. **Initial error identification and validation** Skill to analyze reported scenarios, reproduce behaviors when possible, collect evidence (screenshots, videos, system logs), verify permissions and configurations, and confirm whether an issue is an error, a usage question, or expected system behavior. **Submitting and detailing requests to development** Competence to structure clear, concise, and complete tickets containing reproduction steps, impact, urgency, and client context. Act as a bridge between clients and the technical team, ensuring development receives sufficient information for correction. **Support and ticket management tools** Proficiency with support tools (ticketing systems, chat, email, CRM, or Service Desk) to organize requests, record history, prioritize responses, and maintain clear, professional communication with users. **Functional analysis and problem solving** Ability to interpret software behavior, compare scenarios, evaluate alternatives, and identify functional solutions that do not require development. Focus on minimizing client impact and anticipating operational issues. **Basic technical environment knowledge (SaaS-level required)** Fundamental understanding of: browsers (cache, cookies, permissions), networks and access (VPN, firewall, latency), simple integrations (CSV, imports, read-level API), authentication flows and access profiles. Sufficient to rule out external causes and provide accurate guidance to clients. Interpretation of technical documentation and updates Ability to read and understand manuals, technical articles, FAQs, and release notes to guide users and stay updated on platform changes. Microsoft Office / Google Workspace (intermediate level) Organizing reports, documenting cases, performing functional analysis, and maintaining structured records. Technical English (reading level) Reading articles, system messages, documentation, or relevant technical terms. **Benefits:** Medical assistance, Meal allowance, Internal benefits, Courses and certifications, Birthday day off, Life insurance