Senior Technical Support Analyst

Description

Job Summary: Provide specialized second-level technical support, resolve complex tickets, document features, and contribute to the continuous improvement of the TMS system. Key Highlights: 1. Specialized technical support for TMS systems 2. Technical analysis and validation of development requirements 3. Collaboration in documenting features and improving products Deliver specialized second-level technical support to customers by analyzing and resolving complex tickets, documenting features, validating development requirements, and contributing to the continuous improvement of the TMS system. **Key Responsibilities:** * Provide specialized technical support to customers using company-provided tools, focusing on high-complexity requests; * Deliver in-depth technical support and clarifications regarding the customer's purchased TMS system, including advanced configurations and usage scenarios; * Thoroughly record all customer requests with a focus on technical analysis; provide advanced guidance on optimal TMS usage, proposing solutions and optimizations; * Conduct critical analysis of tickets escalated by Assistants (N1\), identify root causes, and propose appropriate solutions or escalations; * Actively collaborate in documenting existing features and creating documentation for new features; * Perform technical analysis and validation of tickets forwarded to development, ensuring clarity and completeness of information; * Analyze and record improvement suggestions for new requests, contributing to product evolution; * Participate in customer meetings to clarify complex requirements and present feedback on implemented adjustments. **Mandatory Requirements:** * Completed or ongoing undergraduate degree in Information Technology, Logistics, Administration, Accounting Sciences, or related fields; * Proven experience in technical system support, preferably for TMS systems; * Ability to analyze and resolve complex problems; * Skill in documenting processes and features; * Strong communication and interpersonal skills for interacting with customers and internal teams. **Preferred Qualifications:** * Advanced knowledge of TMS systems; * Systems analysis, Service Desk tools, technical documentation. **Behavioral Competencies:** * Analytical thinking; * Problem solving; * Proactivity; * Technical communication; * Customer focus; * Organization; * Collaboration.