Technical Support Analyst

Description

How would you like to impact lives by joining a company that drives innovative solutions and technological advancement in Brazil? If you share this purpose, check out our opportunity below and \#ComeWithUs \#BeFutturis! **But first, a very important point.** Since 2007, Futturis has been a technological reference for remote concierge, autonomous concierge, and access control solutions for residential and commercial condominiums. **About the position** The Technical Support Analyst will be one of our heroes who supports our customers in using our system and provides high-quality technical support, ensuring they have a positive experience with our products. Your primary responsibility is to delight our customers. This hero possesses strong communication skills, deep knowledge of our business, and excellent interpersonal relationships—ensuring our customers are fully satisfied, loyal, and feel warmly welcomed! Do you identify with us? This is your opportunity to bring innovative ideas and methodologies to make a difference in a company undergoing expansion. Join our team! Bring your ideas and share your experiences with us! Together, we’ll become even better. **Does this role match you?** **Responsibilities and duties** **In this role, you will...** Provide technical support via phone, email, chat, and ticketing platform. Efficiently and professionally diagnose and resolve customers’ technical issues. Record and document all technical issues and solutions in our ticket management system. Collaborate with internal teams to resolve complex issues and continuously improve our products and services. Participate in creating and maintaining our knowledge base to facilitate customer self-service. **Does this make sense for you? Let’s see what you absolutely need to join this team!** **Requirements and qualifications** **Technical and behavioral requirements for this role are:** **Technical** Knowledge of operating systems (Windows, Linux) and networks; Ability to effectively solve problems independently and collaboratively; Strong commitment to customer satisfaction and issue resolution; Ability to prioritize and manage multiple tasks. Ongoing degree or coursework in Information Systems or related fields. **Behavioral** Customer service skills; Positive attitude and willingness to learn and grow professionally; Proactivity and initiative in seeking solutions; Ability to collaborate effectively in a dynamic environment. Strong communication skills. **Additional information** Proven experience in technical support, preferably in a software environment; Knowledge of network architecture; Experience with MikroTik; Experience with access control; SIP technology. Additional information: **Lastly, but certainly not least! Check out our (and potentially yours) benefits...** 100% remote position. Eco-friendly welcome kit. Sustainability-focused company culture. Ongoing campaigns. Composting incentives. Health insurance plan. Life insurance. Friendly and collaborative environment. Workplace gymnastics. Free Day. Reading allowance. Meal voucher. Caju card gift + birthday chats. Virtual social events. Off-moment. Continuous development. Innovation program. Education assistance. Dual-screen setup. Discount partnerships (pharmacies, nutritionists, psychologists). Clude wellness app. Totalpass. Home office allowance. Graduation day off. Gift for new children of employees. Gift upon return from paternity leave. **Futturis**, part of the Eloware Group, is a technological reference for **remote concierge solutions**, autonomous concierge, and access control for residential and commercial condominiums since 2007\. All components—from the **remote concierge service software** and the **mobile application**, to identification equipment using **fingerprint** or **facial recognition**—integrate in real time into a robust, comprehensive solution delivered via a cloud-based SaaS environment on Amazon Web Services, ensuring greater **security and peace of mind**. Embedded within a strong culture of **innovation and humanization**, the company has been certified as a **great place to work** by Great Place to Work (GPTW). In 2024, it achieved an outstanding trust score of **95%**, and was ranked in both the Santa Catarina state ranking and the Brazilian technology sector ranking. **Join the Futturis team and open doors to the future!**