Description: * SQL knowledge. * Bachelor's degree in Information Technology or related fields. * Prior experience in customer service and technical support. * Proactive professional profile. * Strong interpersonal skills. * Good verbal and written communication skills. * Provide customer support and assistance for the company's commercial software via phone, chat, and ticketing systems, identifying customer needs and proposing optimal solutions for functional queries and business rule-related issues raised by software users. * Perform initial incident triage, categorizing and prioritizing requests according to established procedures. * Document applied solutions and contribute to the internal knowledge base. * Escalate highly complex issues to the next support level when necessary. * Provide customers with guidance on correct usage of the company's commercial software. * Participate in training and capacity-building sessions to enhance system knowledge and support processes. * Maintain effective communication with users and internal teams. * Execute batch data adjustments and generate customized reports according to customer requirements. * Investigate incidents using log analysis and database queries. * Participate in client meetings to better understand their needs and provide appropriate solutions when required. 251220020255457025