Job Summary: Technical support professional for administrative and operational systems, focused on excellence, problem resolution, and customer relationship building. Key Highlights: 1. Technical support for administrative and operational systems 2. Focus on problem resolution and root cause analysis 3. Building strong relationships with customers **Your Daily Responsibilities:** Provide excellent first- and second-level support for the company's administrative and operational system modules to external customers via chat, e-mail, and telephone using the Movidesk platform; Analyze, simulate, and resolve issues reported by customers, especially focusing on root causes; Identify temporary solutions for operational and systemic financial incidents to mitigate problems experienced by customers; Enter clear and concise information into the system to ensure proper understanding of each support interaction; SLA monitoring, follow-up management with customers, partners, and internal teams; Analyze customer request data to assess resolution urgency; Build strong relationships with both internal and external customers; Proactively monitor potential issues and propose solutions to the team to reduce bug occurrences and inquiries related to doubts. **Requirements:** Microsoft Office suite; Knowledge of integrated management systems (ERP), preferably oriented toward retail, food service, or point-of-sale (PDV) operations; Experience in technical support for systems, including problem analysis and diagnosis; Familiarity with ticketing / customer support / service desk tools (e.g., Zendesk, Movidesk, Freshdesk, Blip, or similar); Strong communication and interpersonal skills for interacting with customers and internal departments. **Desired Knowledge:** Experience with ERP systems tailored for Food Service / Restaurant segments; Understanding of restaurant operational processes (PDV, inventory, production, finance, accounting); Basic database knowledge (SQL) for information analysis; Knowledge of Customer Experience (CX) or Customer Success; Experience in SaaS companies or management software firms. **What We Offer:** Multiple benefits, competitive salary, hybrid work model. **Your Well-being Matters:** Happy Day on your birthday — a day off to focus on yourself; Team celebrations; Emotional thermometer; Workplace gymnastics; Emotional health program; Health insurance plan; Dental insurance plan. **What We Expect from an ACOM Professional:** Hard skills; Soft skills; Organization, determination, proactivity, and commitment to goals and results; Demonstrate commitment to our customers’ success; Collaborate closely with leadership; Act as an owner of the business; Be open to sharing knowledge; Stay updated in your field of expertise. **What It’s Like to Work at ACOM:** Our team is exceptional — we collaborate and achieve results together. Our culture is agile, and we are continuously evolving. We work with autonomy and creativity. Our workplace is relaxed, inclusive, and full of challenges! We encourage professional growth and development for all our employees. **Our Selection Process:** Application; Personality assessment; Resume review; HR interview; Manager interview.
João Silva
Indeed · HR
João Silva
Indeed · HR
