Job Summary: At Topaz, we are seeking a professional to manage technical tickets, diagnose issues, and monitor user experience, contributing to financial solutions. Key Highlights: 1. Technical ticket management and SLA compliance 2. Structured diagnosis and troubleshooting for problem resolution 3. Monitoring user experience stability At Topaz, technology unites us and evolution connects us! Within our organization, we are fully committed to contributing to financial solutions that make the industry safe, accessible, and dynamic. We aim to reach various parts of the world with our comprehensive ecosystem of technological solutions. Therefore, we invite you to join this team! Moreover, we offer excellent benefits for you! We know that together we will achieve success, so apply now and become part of this great team. **Responsibilities and Duties** **Your day-to-day at Topaz:** * **Technical ticket management and SLA compliance:** Respond to, investigate, and resolve tickets related to the use of Topaz tools, ensuring response quality, queue organization, and adherence to service and resolution SLAs. * **Structured diagnosis and troubleshooting:** Identify root causes of functional or operational issues, performing tests, validations, and analyses before escalating to technical teams when necessary. * **Monitoring experience stability:** Track recurring errors, failures, and frequent questions, identifying patterns and flagging risks that could impact user experience. * **Request registration, categorization, and traceability:** Organize and correctly classify tickets and requests, ensuring appropriate prioritization. * **Knowledge base management and evolution:** Continuously execute and enhance the knowledge base, developing technical documentation and operational guides based on recurring requests and real-world operations. * **Identification of operational improvements:** Suggest adjustments to workflows, communications, and internal processes to reduce friction, increase efficiency, and decrease recurring ticket volume. * **Inventory control:** Maintain up-to-date IT asset inventory **Requirements and Qualifications** **What do you need to know to join Topaz?** * Proficiency in Microsoft Office suite * Education: Currently pursuing a bachelor's degree (IT-related fields or equivalent) * Strong interpersonal skills * Ability to communicate clearly and concisely * Dynamic, inquisitive, disciplined, and organized profile * Problem-solving orientation and customer satisfaction focus **Additional Information** **Keep in mind these benefits that will enhance your experience at Topaz!** **Health and Well-being:** Because we care about our teams, we offer various health plans focused on promoting well-being across the organization. **Personal and Professional Development:** We are constantly evolving. Thus, we provide environments, programs, and policies that guarantee the space and opportunities necessary for your career path. **Flexibility and Time Off:** Here, you’ll find the time needed to recharge, plus an additional day off on your birthday. Hybrid work model. **Partnership Programs:** We offer various partnership programs and discounts. At **Topaz**, we go beyond technological creation: **we transform how the world interacts with money.** Our secret? **Topaz One, the first global full-banking platform, designed to accelerate the evolution of financial institutions and propel them into new frontiers.** #### **We are a vibrant community of over 2,000 Topazers**, united by a deep passion for technology, innovation, and the creation of disruptive solutions. Our diversity of cultures and experiences enriches our perspective and drives us to achieve extraordinary results. #### **If you seek a place where your talent makes a real impact, where you can grow professionally and be part of a global community making history,** **join us as a Topazer!** #### **Join our team and let’s build the future of finance.**
João Silva
Indeed · HR
João Silva
Indeed · HR
