**Job Objective** --------------------- Provide specialized technical support to TMS system customers, analyzing and resolving high-complexity requests, performing technical validation of requests, documenting features, and continuously supporting product evolution—ensuring service quality and excellence in customer experience. **Key Responsibilities** -------------------------------- * Deliver specialized technical support to customers using the tools provided by the company. * Analyze, diagnose, and resolve complex issues related to the TMS system. * Provide advanced support on system configurations, parameterizations, and operational workflows. * Thoroughly document customer requests, ensuring technical clarity and traceability of information. * Guide customers on best practices for TMS usage, proposing process improvements and optimizations. * Conduct critical ticket analysis to identify root causes and define optimal resolution approaches. * Perform technical validation of requests forwarded to the development team, ensuring information quality and completeness. * Support the creation and updating of technical and functional documentation. * Record and analyze improvement suggestions for continuous product enhancement. * Participate in customer meetings for technical alignment, clarifications, and feedback delivery. **Requirements** -------------- * Experience in system technical support and customer service. * Familiarity with TMS systems and transportation operational routines. * Experience at a freight carrier will be considered a plus. * Knowledge of technical problem analysis and resolution. * Experience with Service Desk tools and ticket management. * Strong verbal and written communication skills. * Analytical, organized profile with a strong focus on customer experience. **Preferred Qualifications** ---------------- * Bachelor’s degree completed or in progress in Information Technology, Logistics, Business Administration, or related fields. * Knowledge of logistics processes and transportation operations. * Experience in technical documentation and requirements analysis. **Work Schedule** ----------------------- * 12x36 shift pattern * Working hours: 7:00 AM to 7:00 PM * Remote work model **Behavioral Competencies** -------------------------------- * Analytical thinking * Proactivity * Organization * Technical communication * Problem solving * Teamwork * Customer focus **Technical Competencies** ------------------------- * TMS knowledge * Systems analysis * Service Desk tools * Technical documentation * Transportation and logistics business processes and rules
João Silva
Indeed · HR
João Silva
Indeed · HR
