**Job Description:** ---------------------- \- Provide first-level support to users via ticketing system, email, chat, or phone. \- Register, classify, prioritize, and track tickets according to SLA, impact, and criticality. \- Resolve incidents and requests of low and medium complexity, following defined procedures and scripts. \- Provide support for internal applications, web systems, and corporate tools. \- Perform basic tests to identify root causes and validate solutions. \- Escalate tickets to higher levels (N2/N3\) when necessary, ensuring complete and clear information is provided. \- Monitor tickets until final resolution, keeping users informed of their status. \- Update the knowledge base and document recurring solutions, contributing to continuous support improvement. **Employment Type:** -------------------------- CLT **PwD (Persons with Disabilities):** -------- NOT APPLICABLE **Benefits:** --------------- Health and Dental Insurance, to ensure your well-being; Life Insurance, because safety and peace of mind come first; Meal Voucher and Transportation Voucher, for greater comfort in your daily routine; Exclusive discounts on Ybera products—after all, those who work in beauty also deserve to experience it; Workplace Gymnastics, to care for your health and boost energy at work. Breakfast and afternoon coffee, to start and end your day with energy; **Work Location:** ---------------------- B2C BRASIL INTERMEDIACOES LTDA FL 02 **Working Hours:** ------------------------ 7:00 AM to 5:00 PM (Monday to Thursday) and Friday from 7:00 AM to 4:00 PM.