We build systems where the spatial dimension of data is critical to our customers’ decision-making. We specialize in developing custom-built systems and also operate our own platform for data collection and storage, offered as a SaaS (https://coletum.com). We are seeking a talented and motivated Technical Support Analyst to join our growing team! **About the role:** You will be responsible for delivering high-quality technical support to users of our SaaS system, ensuring a positive experience in every interaction. Your role involves diagnosing, guiding, and efficiently resolving issues—with consistent focus on customer satisfaction. Additionally, you will be responsible for evolving and maintaining our knowledge base—a structured, advanced FAQ containing comprehensive content about the platform and powering our AI assistant in the automated chat. This means your work will benefit not only users directly, but also empower them to find fast, consistent answers independently. **Key responsibilities:** * Provide customer support via chat, email, and WhatsApp * Address customer questions regarding system features and proper usage * Create articles and content to assist customers * Document solutions and keep our knowledge base updated for customer reference * Analyze and adapt our service usage to each customer’s specific context * Identify gaps in support or customer experience based on customer feedback * Collaborate cross-functionally with other internal teams to ensure customer success * Diagnose and resolve technical issues related to our systems * Collaborate with development and product teams to enhance user experience * Monitor and analyze support metrics to identify areas for improvement **Requirements:** * Prior experience in technical support for software systems, preferably SaaS platforms * Prior experience with chat-based support tools * Prior experience with knowledge base tools * Proficiency/familiarity with web-based systems * Enthusiasm and general familiarity with technology * Understanding of support KPIs such as NPS, CSAT, SLA, etc. * Empathy, emotional intelligence, and excellent verbal and written communication skills * Ability to explain concepts clearly, precisely, and in an instructive manner * Enthusiasm for training and empowering customers * Resilience in handling crisis situations * Curiosity and commitment to continuous learning * Analytical thinking and logical reasoning **Preferred qualifications:** * Linux knowledge * Advanced Excel and Google Sheets proficiency * Experience using CRM software * Customer support experience **Employment terms:** * On-site work (Itajaí – SC) * CLT employment contract * Meal and transportation allowances * 40-hour workweek (Monday–Friday, business hours) **About GeoSapiens** GeoSapiens is a company specializing in custom software development, with over 15 years of experience. Founded by faculty and researchers from Univali (Universidade do Vale do Itajaí – SC), GeoSapiens focuses on building systems that integrate the spatial dimension of data to support customer decision-making. In addition to custom system development, the company offers Coletum (), a SaaS platform for field teams to collect and manage data—applicable across multiple industries. Job type: Full-time, permanent CLT position Salary: R$2,000.00 per month Benefits: * Fuel allowance * Meal voucher * Transportation voucher Education: * Currently pursuing or having interrupted undergraduate studies (preferred) Experience: * Customer support (required)