CUSTOMER SUPPORT ASSISTANT (HELP DESK)

Description

**Job Description:** Responsible for providing first-level technical and operational support (Help Desk) to internal and external users, focusing on service delivery, incident diagnosis, and resolution related to device charging cabinets and interactive digital whiteboards. Acts as the primary point of contact between users and the IT/infrastructure team, ensuring continuity and efficiency in equipment usage. **3. RESPONSIBILITIES AND ACTIVITIES** **3.1 Support — Charging Cabinets** * Receive, log, and prioritize incidents related to malfunctions in device charging cabinets (laptops, tablets, Chromebooks). * Verify and resolve electrical connectivity issues, stuck cabinet doors, charging failures, and software errors in cabinets. * Guide users on correct usage and safety regulations for charging cabinets. * Conduct periodic preventive inspections of cabinets, documenting their condition and functionality. * Escalate to the vendor or maintenance team when specialized intervention is required. **3.2 Support — Digital Whiteboards** * Provide first-level technical support for interactive whiteboards (digital boards, Smartboards), including setup, calibration, and driver/software updates. * Diagnose connection failures (HDMI, USB, wireless), touch/stylus issues, and display errors. * Assist teachers, instructors, and staff in operating digital whiteboards by delivering quick training sessions and live demonstrations. * Manage installation and uninstallation of applications and firmware updates for whiteboards. * Log all incidents, resolutions, and pending items in the ticketing system (Help Desk). **3.3 Ticket Management and Documentation** * Create, track, escalate, and close tickets in the system. * Maintain up-to-date service history, documenting applied solutions. * Prepare periodic reports on incidents, resolution time, and user satisfaction. **3.4 Other Responsibilities** * Safeguard company assets by reporting equipment damage or misuse. * Comply with information security policies and LGPD when handling user data. Job Requirements: High school diploma or technical education in related fields. Minimum 6 months of customer service experience. **Location****Employment Type****Work Model** Ribeirão Preto, SP, BR Full-time CLT On-site