Senior Technical Support Analyst

Description

Job Summary: A professional to provide post-sales customer service/technical support, assisting customers with hardware, software, and network issues, emphasizing agility, empathy, and efficiency. Key Highlights: 1. Providing technical support and post-sales customer service. 2. Resolving hardware, software, and network issues. 3. Focusing on customer satisfaction and IT infrastructure. JOYn RH is a recruitment consulting firm specializing in talent acquisition; we hire top professionals for our clients across Brazil and worldwide. **About the Position:** We are seeking a professional to work in post-sales customer service/support, assisting external customers and internal users with hardware, software, and network-related requests. The role focuses on ensuring agility, empathy, and efficiency in resolving post-sales issues, thereby guaranteeing customer satisfaction and optimal IT infrastructure operation. **Responsibilities:** * Respond to customers via multiple channels * + Answer phone calls, emails, chats, and WhatsApp messages, clarifying inquiries regarding products, services, policies, delivery timelines, pricing, and procedures. * Resolve problems and complaints * Identify the issue, listen empathetically to the customer, log the incident, and seek an immediate resolution or escalate to another department (e.g., finance, technical, logistics). * Process requests and orders * Log orders, returns, exchanges, cancellations, data modifications, appointments, and other requests, following internal company procedures. * Provide basic technical support * In technology or service companies, guide customers through configuration steps, system usage, applications, or equipment operation, and escalate complex cases to higher-tier support levels. * Log and track requests in the helpdesk tool * Create support tickets/cases in service management systems, update status, monitor deadlines, and follow up until resolution, ensuring customers are informed of progress. * Administer Windows environments (installation, configuration, Active Directory, event logs, and troubleshooting common errors such as DCOM). * Execute SQL queries for incident analysis and reporting in databases like SQL Server, MySQL, or MariaDB. * Develop Excel spreadsheets and technical reports for ticket tracking, inventory management, and SLA monitoring. * Log interactions and actions in the ticketing system (Service Desk Requirements: * Prior experience in technical support or customer service (IT field). * Solid knowledge of hardware, networks, and Windows systems (Windows 10/11 and Windows Server). * TCP/IP networking, Wi-Fi, and network protocols * Intermediate Excel skills (filters, tables, basics, simple charts). * SQL query proficiency (basic to intermediate level). * Bachelor's degree in Technology; * Knowledge of cloud platforms (AWS, Azure, GCP) **Preferred Skills** * Familiarity with remote support tools and ticketing systems (ITSM, Service Desk). * Basic understanding of Microsoft 365, Active Directory, and Power BI. * Strong communication skills, proactive attitude, and problem-solving focus. * Certifications such as CompTIA A\+, Network\+, or Microsoft are advantageous. * A bachelor's degree in IT or a related field will be considered a plus.