Helpdesk

Description

Job Summary: We are seeking a User Support Analyst to provide technical support and create content, with a focus on software and a passion for technology. Key Highlights: 1. Providing technical support via chat and video conferencing 2. Creating and updating articles for the Help Center 3. Collaborating with teams to ensure excellence in customer experience We are looking for a User Support Analyst to join the Information Technology team at Letwe Innovation, an innovation, technology, and digital transformation company focused on logistics. For this role, prior experience in software user support and foundational knowledge of SaaS (Software as a Service) environments, web systems, or system logic are essential. We seek a communicative, organized, technology-passionate individual capable of translating technical concepts into simple language. Essentially, the selected candidate will be responsible for both delivering technical support and creating content for the company’s Help Center. **Responsibilities of the User Support Analyst include:** * Providing technical support to customers via chat (approximately 95% of time) and video conferencing for more complex cases. * Resolving customer issues using critical thinking and the ability to interpret the system’s business rules. * Creating and updating articles, tutorials, and videos for the knowledge base / Help Center (approximately 60% of time). * Identifying recurring issue patterns and proposing improvements to the knowledge base. * Collaborating with development, sales, and operations teams to ensure excellence in customer experience. **Requirements:** * Currently enrolled in or graduated from a Bachelor’s degree program in IT (Information Technology), Computer Science, Information Systems, Logistics, or related fields. (Mandatory) * Prior experience in software user support (CRM (Customer Relationship Management), WMS (Warehouse Management System), ERP (Enterprise Resource Planning), TMS (Transportation Management System), etc.). (Mandatory) * Foundational knowledge of SaaS (Software as a Service) environments, web systems, or system logic. (Mandatory) * Excellent verbal and written communication skills. (Mandatory) * Ability to translate technical concepts into simple, pedagogical language. (Mandatory) * Proactive, investigative, and organized personality. (Mandatory) * Interest in technology, customer service, and customer experience. (Mandatory) * Desire to grow within the support or implementation areas—not in software development (Dev). (Mandatory) * Experience with WMS (Warehouse Management System) or management software (ERP (Enterprise Resource Planning), TMS (Transportation Management System), OMS (Order Management System)). (Preferred) **Compensation and Benefits:** * Transportation allowance; * Caju card / benefits; * Health insurance; * Birthday day-off; * Collaborative, innovative environment with real growth opportunities; * Gympass. Minimum Education Level: Bachelor’s degree