As an Administrative Assistant at Montreal, you will join one of Brazil’s leading technology companies. Our journey began over thirty years ago with a small team of engineers passionate about innovation. In 1986, visionary individuals committed themselves to technology and its power to transform the world. That was only the beginning of a trajectory that has established us as a solid market reference and one of the best companies to work for. **Responsibilities and Duties** We are seeking an organized, communicative, and detail-oriented professional to perform ticket triage and routing. On a day-to-day basis, your responsibilities will include: **Responsibilities** * Monitor the ticket queue and ensure all requests are viewed and handled promptly. * Analyze, classify, and prioritize each ticket, understanding the request and correctly categorizing it in the system. * Route tickets to the responsible teams, ensuring each request reaches the appropriate team. * Validate critical information, verifying whether the description is complete and, when necessary, requesting additional data from the user. * Track the progress of requests, ensuring internal deadlines (SLAs) are met. * Maintain clear and courteous communication with requesters, updating them as needed. * Record all actions in the system, keeping a well-organized and complete history. **Requirements and Qualifications** * Completed high school education (currently pursuing a university degree is a plus). * Strong verbal and written communication skills. * Organizational skills and attention to detail. * Ability to thrive in a dynamic environment and manage multiple concurrent tasks. * Intermediate knowledge of technology and/or support concepts. **Preferred Qualifications** * Experience with ticket triage, opening, or routing. * Familiarity with customer support or ticket management tools (e.g., GLPI, Jira, Freshdesk, OTRS, Zammad, Zendesk, etc.). * Basic knowledge of support or service desk routines. **Additional Information** **Benefits and Perks:** * Health insurance; * Dental insurance; * Life insurance; * Commuter allowance; * Meal allowance or food allowance; * Wellhub; * Childcare assistance. Work modality — On-site (Rio de Janeiro city center). Working hours — 8 hours per day, Monday through Friday. Through continuous improvement, we foster an environment built on collaboration, respect, and openness. **We invest in talent development** and implement practices that optimize and integrate diverse technological and innovative aspects.