Technical Consultant - Accreditation

Description

**JOB MISSION** Ensure excellence in the customer experience, technical quality of consultations and accreditations, and structured operation of the CS department — supported by a dedicated team and documented processes. **Challenges and Opportunities** ---------------------------- What makes this position unique * Technical Complexity vs. Deadlines: Maintain technical rigor in reviewing reports even during periods of high support volume. * Communication Across Levels: Translate complex technical terms into clear, patient, and pedagogical explanations for novice clients. * Regulatory Updates: Stay continuously updated on changes to banking tender documents and ABNT standards. * Expectation Management: Address the anxiety of clients who depend on report approvals for their own billing. **Objectives** ------------- Goals guiding day-to-day work **1\.** Response SLA (Timeline): Ensure 100% of technical inquiries and report consultations are answered within the established timeframe. **2\.** Technical Quality (Approval Rate): Guarantee that reports validated by the consultancy achieve an approval rate higher than the defined benchmark (Caixa/BB/etc.), reducing rework for clients. **3\.** Customer Satisfaction (Technical NPS): Achieve and maintain a technical support satisfaction score higher than the defined benchmark. **4\.** Community Engagement: Meet the daily interaction target in client communities, ensuring no technical question remains unanswered officially for more than \[X] hours. **5\.** Consultation Productivity: Analyze at least \[X] reports/documents per day/week, depending on the demand volume for the period. **Responsibilities** --------------------- What you will do Provide specialized technical support to clients via official channels (WhatsApp/Platform). Daily Perform triage and technical analysis of reports and documents submitted for consultation. Daily Validate whether clients’ exercises and work comply with NBR 14653 standards and current tender documents. Daily Answer technical questions regarding banking accreditation and evaluation tools. Daily Update the service tracking system daily to ensure SLA compliance. Daily Engage with client communities to sustain engagement and resolve recurring questions. Daily Report any technical bottlenecks or frequent questions requiring additional support materials to the CS coordination. Daily Actively participate in alignment meetings with CS coordination. Weekly Ensure weekly updates to the technical customer support workflow. Weekly Monitor clients’ technical engagement across platforms and communities. Weekly Attend live Postgraduate classes (held on Saturdays). Weekly Generate technical performance reports (e.g., clients’ main consultation difficulties). Monthly Attend the monthly Customer Success results meeting. Monthly Validate the technical quality of consultations submitted during the month. **Requirements and Qualifications** ------------------------------ What we seek in candidates ### **Essential Competencies** Ability to draft flawless technical reports, proficiency in evaluation software, and confidence in recording videos or explaining complex topics during client calls. ### **Required Knowledge** Familiarity with NBR 14653 standards; degree in Engineering or Architecture; understanding of Caixa’s tender documents; knowledge of real estate valuation methodologies. ### **Desired Attitudes** Demonstrate Merit (delivering more than expected), be tenacious about deadlines, and show patience and empathy in customer support. **Working Hours** ----------------------- Schedule and work model On-site availability Monday through Friday, 8 AM to 6 PM, plus occasional evening classes and Saturday classes. **INTERESTED? APPLY HERE:** ---------------------------------- https://app.orbitgestao.com.br/p/vaga/81b2bc51630626a253ab957a593df6cf Minimum Education Level: Technical Course Desired Education: * Building Construction, Technical Course * Architecture and Urbanism, Undergraduate Degree * Civil Engineering, Undergraduate Degree