About IDS Software and Consulting **IDS Software and Consulting** is an organization dedicated to excellence in public administration. We specialize in developing cutting-edge technology, delivering robust solutions and human-centered services. Our mission is to ensure that public agencies have the best tools to foster development and transparency in their cities. If you seek a career where technology transforms public administration, this is your place! The Role's Challenge We are looking for a **Technical Support Analyst**, who will serve as the primary communication bridge between our clients and IDS’s software solutions. You will be responsible for ensuring customer satisfaction, product usability, and continuous software updates. Your Key Responsibilities This role is divided into two critical areas for client success: Technical Support and Problem Resolution * **Multichannel Support:** Deliver outstanding support to users of IDS systems via online chat, phone, ticketing system (Movidesk), and occasionally on-site assistance. * **Diagnosis and Analysis:** Thoroughly understand and analyze user requests, performing initial problem diagnosis. * **Business Expertise:** Develop deep knowledge of the client’s business domain (public administration) and the technical functionalities of our products to provide consultative solutions. * **Issue Management:** Use the **Jira** platform to register, qualify, and route requests and bugs requiring Development team intervention. * **Documentation:** Create and refine technical documentation, reports, and FAQs to optimize self-service and internal team knowledge. Version Management and Maintenance * **Continuous Updates:** Manage the client portfolio to ensure all clients consistently run the latest versions (builds and releases) of our systems. * **Technical Execution:** Perform and oversee version upgrades on the client’s database and environment. * **Post-Update Validation:** Conduct tests and validations on upgraded versions and promptly report any anomalies to the relevant departments. Requirements for the Position — Mandatory * Currently enrolled in or graduated from a Bachelor’s program in Information Technology (IT), Systems Analysis, Computer Science, or related fields. Desirable (Advantages) * Prior experience in customer service or technical support, especially with management software. * Familiarity with Help Desk tools (e.g., Movidesk) and project/bug tracking tools (e.g., Jira). The Profile We Seek At IDS, we value professionals who combine technical and interpersonal skills. We’re looking for someone who is: * **Results-Oriented:** Driven to solve problems and achieve full customer satisfaction. * **Proactive and Curious:** Doesn’t wait for solutions—actively seeks knowledge and anticipates needs. * **Communicative and Empathetic:** Communicates clearly and easily puts themselves in the user’s shoes to understand real needs. * **Technically Proficient:** Possesses sharp logical reasoning and high concentration ability to diagnose complex scenarios. Join Our Team! If you identify with our mission to innovate in public administration and possess the capability and drive to grow within a dynamic, human-centered environment, we want to meet you! **Your growth is our growth.** Reach out and become one of our talents!