Job Summary: We are seeking a professional with maturity, responsibility, and strong technical expertise for an on-site Technical Support role, aiming to assume real accountability, commit to excellence, and advance toward leadership. Key Highlights: 1. Opportunity for leadership advancement within the support team 2. Strategic involvement with autonomy and owner's mindset 3. Focus on continuous improvement and departmental growth We are looking for a professional with **maturity, responsibility, professional demeanor, and solid technical expertise** to join our **On-site Technical Support team**. This is not a position for someone seeking merely to perform routine tasks or fill an operational role. We seek a person who wants to **assume real accountability**, who is **committed to excellence**, who can act autonomously, and who understands the importance of their role in shaping the customer experience and driving company growth. Here, support is not viewed solely as service delivery. Support is a strategic function requiring attention, analytical ability, emotional intelligence, organization, discipline, effective communication, and a sense of priority. We seek someone capable of **fully embracing the company’s mission**, thinking like an owner, proposing improvements, sustaining operational quality, and directly contributing to structuring and growing the support department. This position is for those who wish to build a solid career path, grow alongside the company, and—based on performance, attitude, and delivery—**advance into a leadership role within the support team**. **Important Notes** * This position requires **on-site work**. * The support operation runs **seven days a week (Sunday through Saturday)**. * The workload is **44 hours per week on a rotating shift schedule**. This means: * The professional may be required to work weekends and holidays, according to the assigned schedule * Days off will be distributed throughout the week, respecting the weekly working hour requirement * The schedule is organized to ensure balance between operations and rest We seek someone with **genuine availability and maturity** to operate responsibly and consistently under this model. **What will be your role within the company?** You will be a key contributor in ensuring a high-level experience for our customers and strengthening the day-to-day support infrastructure of the company. More than just handling requests, we expect this professional to be able to **take full ownership of the function seriously**, identify gaps, anticipate needs, support improvements, and become an internal reference in professionalism, organization, and problem-solving capability. **Main Challenges and Responsibilities** * Assume full responsibility for customer interactions, ensuring excellent experience and issue resolution * Diagnose and resolve requests swiftly, clearly, concisely, and with appropriate prioritization * Operate autonomously, analyzing situations and making decisions within your scope of responsibility * Identify recurring issues and proactively address them * Propose and implement continuous improvements to processes and service delivery * Directly contribute to the structuring and evolution of the support department * Anticipate customer and operational needs * Clearly report critical issues, risks, and opportunities for improvement * Support the development and updating of internal knowledge bases and documentation * Serve as a point of assistance in more complex situations * Contribute to maintaining an organized, productive environment with high delivery standards **Profile We Seek** We seek a professional who goes beyond the basics. Someone who: * Possesses **personal and professional maturity** * Understands the support function’s impact on customer experience * Has an **owner’s mindset** and takes work seriously * Is committed to quality, consistency, and growth * Demonstrates discipline and organization in daily activities * Does not require constant supervision * Knows how to listen, interpret, and communicate clearly * Takes initiative to solve problems and improve processes * Wants to grow and assume greater responsibilities * Has potential to evolve into **departmental leadership** **Essential Requirements** * Solid computer literacy (we do not seek beginners) * Strong verbal and written communication skills * Analytical ability and problem-solving capability * Professional demeanor, responsibility, and discipline * Genuine commitment to routines, deliverables, and standards * Availability for **on-site work and weekly rotating shifts (44h)**
João Silva
Indeed · HR
João Silva
Indeed · HR
