Technical Operations Agent

Description

Job Summary: Provide customer and partner support and technical assistance in digital certificate issuance and management processes, including training and problem resolution. Key Highlights: 1. Technical support for digital certificate issuance and management 2. Customer and partner (AGRs) support through multiple channels 3. Hands-on training and technical problem resolution - Provide end-customer support via phone, chat/WhatsApp, and remote access, assisting with digital certificate issuance; - Install digital certificates and guide users on PDF digital signing; - Assist with password reset and unlocking, software installation, certificate validity verification, and certificate revocation when necessary; - Guide AGRs on photo and fingerprint collection procedures, and assist in cases where certificate issuance requests are rejected; - Support digital certificate issuance on smart cards and tokens, perform media formatting, and guide users on required documentation lookup; - Inform AGRs about the accreditation process and access to the knowledge base; - Monitor initial certificate issuances performed by AGRs, assisting with machine configuration and machine registration approvals; - Conduct hands-on training for newly accredited AGRs via AnyDesk and phone, simulating the entire digital certificate issuance process; - Correct orders in the CertControl system per partner requests; **Requirements**: Public-facing service Basic/Intermediate computer skills Strong verbal and written communication skills Sense of urgency Customer-focused mindset **Additional Instructions**: Working hours: 08:00 to 18:00, Monday to Friday **Benefits**: - Meal allowance of R$ 31.00 per workday; - Health allowance of R$ 340.00 per month; - Dental Uni Elite dental plan; - Pharmacy partnership; - Gympass; - Subsidy for two psychotherapy sessions at Espaço Existir; - Educational institution partnerships; - Employee celebration campaigns; Salary: R$2.182,34 per month Benefits: * Medical assistance * Dental assistance * Education allowance * Meal allowance * Transportation allowance Work location: On-site