**Education:** High School \- Completed **PCD:** No **Employment Type:** CLT **Benefits:** Medical Insurance, Dental Insurance, Life Insurance **Description:** Position for an IT Support Analyst in Frederico Westphalen \- On-site **Job Summary:** At PBNEW Sistemas, we believe technology only makes sense when it simplifies everyday life. Therefore, we are seeking a dedicated, communicative, and proactive individual to join our Technical Support team. This role is essential to ensure excellence in customer service, guaranteeing that every interaction is effective and empathetic. Success in this position depends on the ability to understand customers' contexts, quickly resolve technical demands, and act with empathy in all interactions. The professional will serve as the bridge between the customer and technology, directly contributing to ensuring PBNEW's systems deliver their full potential in supermarkets, retail stores, and other businesses that trust our solutions. **Responsibilities:** Handle technical support requests via phone, chat, WhatsApp, and internal systems, ensuring clarity, empathy, and focus on resolution. Diagnose and resolve issues related to the operation of PBNEW systems, including tax routines, POS, TEF, reports, and integration with peripherals. Guide customers on operational procedures, system updates, and best practices. Perform tests, simulations, and validation of fixes with the development team when necessary. Document support cases and ticket updates clearly and accurately. Identify and report recurring improvements observed during support, contributing to the evolution of our products. Assist in creating and updating support materials such as manuals, FAQs, and tutorial videos. **Qualifications:** Completed high school (preferably with ongoing technical or higher education in IT, Business Administration, Accounting, or related fields). Comfortable with technology and business management systems (ERPs). Strong oral and written communication skills, focusing on clear and accessible language. Analytical and patient mindset, focused on problem-solving. Previous experience in technical support or system assistance is desirable. **Preferred Qualifications:** Residing in Frederico Westphalen, RS Basic knowledge of tax processes, taxation, and electronic invoices. Experience with commercial automation software (POS, TEF, scales, fiscal printers). Familiarity with remote access tools (AnyDesk, TeamViewer, etc.). **What We Offer:** PBNEW Corporate University (continuous training); Health Plan; Life Insurance; Birthday Day Off \+ commemorative voucher ; Service anniversary rewards; Collaborative environment with real growth opportunities. **How This Role Fits into the Organization:** Technical support is one of PBNEW Sistemas' core pillars. It is the frontline in our relationship with customers and an extension of our commitment to the success of every business we serve. We value human, close, and effective service—and that is exactly what we expect from this person. The support team works closely with implementation, development, and quality teams, playing a fundamental role in our continuous improvement cycle. Company PBNEW Sistemas SITE: www.pbnew.com.br Phone: 5537443880 2510140202261591780