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Job Summary: We are seeking a professional to provide Level 1 technical support with excellence, agility, and empathy, ensuring a positive and resolution-oriented experience for customers. Key Highlights: 1. Focus on resolving customer requests with empathy and efficiency 2. Working in a united team with a mission of high social impact 3. Pursuit of knowledge and passion for sharing with the team We have a highly cohesive team committed to our mission of **making life easier for businesses and individuals**. Our products have nationwide reach and significant **social impact**. We seek professionals motivated by continuous learning and the joy of sharing knowledge with their team, so that together we can continue building this company's success story. If you enjoy challenges and wish to work on a project that truly adds value to society, AZ is the place for you! **On-site work in Campo Grande/MS** **About the Professional:** This professional will be responsible for delivering excellent, agile, and empathetic Level 1 technical support. They must ensure a positive and resolution-oriented experience, contributing to customer retention and delight, proactively solving problems and correctly routing cases from the first contact. **Responsibilities:** * Respond to customer requests via official channels (phone, e\-mail, chat, WhatsApp, and portal), with empathy and a focus on clearly and efficiently resolving received requests during the first contact, whenever possible; * Perform initial triage and technical investigations using company-provided materials and support systems (playbook, knowledge base, and internal manuals), ensuring customers receive accurate, up-to-date, and operationally aligned guidance during support interactions; * Record all support interactions in designated internal systems with complete and organized information, building a reliable operational history, preventing rework, and supporting future area analyses; * When necessary, escalate requests exceeding the scope of Level 1 support to operationally defined workflows (e.g., escalation to Level 2, Level 3, or technical departments), ensuring correct case routing with all relevant data and evidence attached, and guaranteeing technically sound and agile issue resolution; * Actively monitor assigned service-level agreement (SLA) deadlines, prioritizing tasks throughout the workday and proactively addressing potential delays, with clear communication to both customers and the team to ensure SLA compliance and customer satisfaction; * Stay updated on company processes, applicable legislation, and product versions through participation in training sessions, reading internal announcements, and regularly consulting official company materials, ensuring accuracy and reliability of information provided to customers; * Perform low-complexity technical tasks to ensure system operation and evolution, including feature and fix validation, availability and functionality testing, feature demonstrations, and technical support for administrative users. Additionally, formally request the responsible team to install/update new versions in staging/production environments; * Collaborate in continuously improving support processes by reporting recurrent issues, bottlenecks, and improvement suggestions identified during daily interactions to designated managers, in a structured and proactive manner, to optimize processes and support quality; * Manage personal workload with discipline, maintain control over pending items, and ensure clarity in customer communications, keeping records of actions taken and contributing to an efficient, reliable, and harmonious internal operation.
