At CI\&T, we help major enterprises transform the potential of AI into real business impact with AI Deployment, AI-native execution, and tech-integrated business solutions. With 30 years of experience in technological transformation, we accelerate innovation with expertise in agentic SDLC, application modernization, Data \& AI, martech, and business strategy. We are 8\.000 CI\&Ters across more than 25 countries, collaborating to build solutions with real impact. AI is already part of how we work, evolve, and innovate every day. **Important**: If you reside in the Metropolitan Region of Campinas, your presence at the city offices is mandatory, in accordance with the current attendance policy. **Objective:** Respond to and resolve end-user support and production support tickets, ensuring the fastest possible restoration of production operations while meeting end-users’ needs. Our primary mission is to deliver personalized support focused on empathy and efficient resolution of incidents and service requests within agreed timelines. **Key Responsibilities/Activities:** * Respond to support tickets, clarifying end-users’ questions and resolving incidents and service requests. * Restore production operations through temporary measures, adhering to Service Level Agreements (SLAs). * Keep users informed about the ticket lifecycle, from opening to resolution. * Actively contribute to improving delivered services by leveraging deep knowledge of the client’s business. * Prioritize and escalate critical situations, understanding their business impact and ensuring resolution during the first engagement of the support team. * Promote user satisfaction by establishing a partnership-oriented, empathetic relationship with respect to the reported issue. * Prevent ticket re-openings by ensuring incidents and service requests are resolved efficiently. * Collaborate with the support team, sharing knowledge and contributing to collective learning. * Implement and optimize automation algorithms and processes using AI techniques to improve workflow, reduce delivery time, and increase operational efficiency. * Develop and maintain systems that enable continuous delivery and effective integration of new technologies aligned with the /Flow strategy. **Requirements:** * Technical knowledge of PL/SQL * Technical knowledge of JAVA * Technical knowledge of APEX\-Oracle **Our Benefits:** * Health and dental insurance; * Meal and food allowance; * Childcare assistance; * Extended parental leave; * Partnerships with gyms and health and wellness professionals via Wellhub (Gympass) TotalPass; * Profit and Results Sharing Program (PLR); * Life insurance; * Continuous learning platform (CI\&T University); * Discount club; * Free online platform dedicated to promoting physical and mental health and overall well-being; * Pregnancy and responsible parenting course; * Partnerships with online course platforms; * Language learning platform; * And many more More details about our benefits here: https://ciandt.com/br/pt\-br/carreiras At CI\&T, inclusion begins at first contact. If you are a person with a disability, it is important to **submit your medical report during the selection process.** *Check which information must be included in the report* *by clicking here.* This way, we can ensure the support and accommodations you deserve. **If you do not yet have the official characterization report, don’t worry: we can support you in obtaining it.** We have a dedicated Health and Wellness team, inclusion specialists, and affinity groups who will support you at every stage. Count on us to walk this journey alongside you.
João Silva
Indeed · HR
João Silva
Indeed · HR
