TECHNICAL SUPPORT ANALYST

Description

**Provide technical and relational support to Ecossistema Irrah Tech customers, ensuring prompt responses, clear communication, and efficient resolution of requests, in accordance with SLA standards, playbooks, and quality criteria defined by operations.** **Responsible for accurately logging, classifying, handling, and forwarding tickets, ensuring a positive customer experience, full traceability of information, and reduced effort throughout the support journey.** **1\. Operational Support and Resolution** * Provide customer support via official channels (chat, e\-mail, WhatsApp, and system) * Accurately log tickets and requests in the system * Classify tickets according to type, severity, and priority * Resolve operational queries and simple configuration issues * Correctly forward requests outside the scope of Level 1 technical support **2\. Triage, Handoff, and Escalation** * Perform rapid triage and appropriate ticket routing * Execute standardized handoff including summary, evidence, and urgency * Escalate critical incidents per established SLA * Ensure clarity and predictability in communication with customers and internal teams **3\. Control, Quality, and Governance** * Ensure accurate ticket completion * Record root cause, solution, and prevention measures for closed tickets * Follow defined playbooks, macros, and operational standards * Contribute to organizing and updating the knowledge base (KB) **4\. Customer Experience** * Ensure empathetic, concise, and clear communication * Reduce customer effort during support interactions * Contribute to positive CSAT scores Monitor feedback and support continuous improvement of the customer experience * * **5\. Technical Development and Growth** * Develop knowledge of products, workflows, and integrations * Learn incident classification methodologies * Apply step-by-step scripts and technical problem-solving guides for customers * Participate in technical and operational training sessions * Build progressive autonomy to resolve increasingly complex requests * **Technical Competencies** + Multichannel support + Ticket logging and management + Severity and incident classification + Basic understanding of SaaS systems + Google Workspace / ClickUp / CRM + Corporate written communication**Education / Minimum Experience** + Currently pursuing or completed undergraduate degree in Technology, Systems, or related fields + 6 months to 1 year of experience in customer service, client-facing roles, or technical support. **?POSITION BASED IN CIANORTE/PR**