Description: * Completed or ongoing undergraduate degree; * Strong verbal and written communication skills; * Proficiency with systems and technical support; * Ability to understand business rules and translate them into practical solutions; * Organizational skills and autonomy to handle multiple concurrent responsibilities; * Residency in Ribeirão Preto; * Availability for hybrid work; * Prior experience in customer service, customer success, technical support, or related areas. Preferred Qualifications: * Degree in fields such as Civil Engineering, Architecture, Public Administration, Technology, or related disciplines; * Basic knowledge of HTML, CSS, JSON, or structured programming; * Experience with system or SaaS product configuration; * Experience working in public service contexts or governmental agencies. Responsibilities and Duties Customer Relationship * Conduct in-person visits to the Ribeirão Preto City Hall three times per week to ensure proximity, understanding of challenges, and monitoring of the customer success journey; * Monitor account health and propose proactive actions to increase platform engagement and adoption; * Build trust-based relationships with users, promoting active listening and consultative support; * Support system validations, launches of new workflows and features, and identify new opportunities for expanding platform usage. Technical Support * Handle technical support tickets, responding to requests from various customers across the client base; * Diagnose and resolve technical issues, perform process configurations, and modify forms; * Negotiate deadlines and priorities according to request criticality; * Clearly and accessibly document processes, configurations, and solutions for the team; * Participate in technical meetings with clients, when required. Collaboration and Continuous Improvement * Collaborate closely with other teams to ensure an excellent customer experience; * Share learnings and contribute suggestions for improving internal and external processes; * Actively participate in team ceremonies, such as reviews and alignment meetings. 2512210202551931148