Support Analyst

Description

Job Summary: A professional to provide technical support to W3K's customers, diagnosing and resolving tickets on the Greendocs platform, with a focus on proactivity and continuous improvement. Key Highlights: 1. Technical support and problem resolution for customers 2. Low-code platform configuration and proactive improvements 3. Continuous development through internal training **W3K is one of Latin America's leading players contributing to Paperless culture while simultaneously enhancing corporate governance for large enterprises.** **Since 2011, it has been present across multiple markets, supporting information governance and scalable business management.** **Your responsibilities here:** * Provide technical support to W3K's customers, diagnosing and resolving tickets related to the use and configuration of the Greendocs platform—including workflows, permissions, forms, integrations, reports, and unexpected system behaviors. * Register, classify, and prioritize tickets according to contractual SLAs, ensuring timely responses within established deadlines. * Perform low-complexity configurations on Greendocs' low-code platform, such as workflow adjustments, rule corrections, report creation, and environment maintenance. * Adopt a proactive stance: identify recurring ticket patterns, propose improvements to customer environment configurations, and contribute to the internal knowledge base by documenting solutions. * Utilize artificial intelligence tools to increase productivity in ticket diagnosis and solution documentation. * Participate in internal training sessions on the platform, project management, and BI tools, aiming for continuous development. **Preferred Qualifications for this Role:** * A technically oriented profile focused on customer service, combining strong problem-solving skills with effective communication; * Logical reasoning, organization, and eagerness to learn are highly valued; * Familiarity with databases (SQL for basic queries), system logic, and web environments is desirable; * Training on the low-code platform will be provided internally, but technological affinity is essential; * Familiarity with AI tools is a plus; * Ongoing or completed technical education in Information Systems, Computer Science, Engineering, Administration, Information Management, or related fields; * Knowledge of document management or experience in industrial sectors (mining, steel, oil & gas, pulp & paper, energy) is advantageous. **Key Information You Should Know:** * **Employment Type:** CLT; * **Working Hours:** Monday to Thursday, 8:00 AM–5:30 PM; Fridays until 5:00 PM; * **Location:** On-site work in São Leopoldo/RS—a close-knit, collaborative, and energetic team. **Benefits That Support You—Both at Work and Beyond:** At W3K, we believe a great workplace starts with caring for people. Therefore, we offer a comprehensive benefits package designed for your well-being, quality of life, and professional growth. **Take a look:** **Pluxee Meal or Food Allowance** You choose: use it at supermarkets or restaurants. Here, we respect your routine and offer flexibility so you can eat your way; **Transportation Allowance** If you commute by bus, train, or subway, we ensure your travel with the transportation allowance. Getting here shouldn’t be an obstacle! **Life Insurance** Peace of mind for you and your loved ones. We provide life insurance to all employees because safety and care are part of our culture. **Unimed Health Plan (no co-payment)** Healthcare is a priority! We offer a comprehensive health plan with no co-payment for you and your dependents. More health, less worry. **MetLife Dental Plan** Smiling is easier when you have access to quality care. Our dental plan can also be extended to your dependents. **Wellhub (Gympass)** Want to go to the gym, practice yoga, or attend online therapy? With Wellhub, you choose activities that best match your lifestyle. And best of all: your dependents can enjoy it too! **Partnerships with Educational Institutions** We believe in lifelong learning. Thus, we partner with universities offering special conditions for our team to keep growing. **Fresh Fruit Every Day** Need a quick, healthy break? Here you’ll find fresh fruit to recharge your energy and maintain focus effortlessly. **Video Game Area for Relaxation** Work and fun go hand-in-hand here! We have a video game area where you can relax, interact with colleagues, and mentally reset whenever needed. **At W3K, you’ll also find an innovative environment that encourages creativity.**