Respond to cases in a timely manner, ensuring high quality in written communication and customer service;
Be responsible for Level 1 Technical Support, analyzing and handling technical requests in help-desk environments;
Triage incoming requests, collecting information and/or evidence to escalate issues to second-level support;
Provide support across multiple channels (chat, WhatsApp, phone, and email);
Expedite issue resolution for clients and ensure their success;
Provide guidance on the platform across different operating systems (Windows, Linux, macOS);
Provide guidance on the operation of mobile applications (Android, iOS);
Configure systems integrated into the organization;
Adhere strictly to internal processes in accordance with responsibilities.

Solid experience as a Help Desk professional;
Bachelor's degree completed or in progress in IT (Information Technology);
Basic computer knowledge (software, browsers, networks, operating systems, and mobile devices);
Be agile and proactive in seeking better solutions, consistently offering constructive feedback to improve business processes and procedures.

Company-paid SulAmérica national Health and Dental plan (100% covered).
Wellhub (Gympass) or gym reimbursement.
App for booking massages.
Partnership with Sesc, providing access to cultural and leisure activities.
Starbem, Avus and Auster apps: health, wellness and comprehensive support, including psychological, financial and legal assistance.
Meal voucher or food allowance paid on an iFood card.
Home office allowance paid on an iFood card.
Profit-sharing (PLR) according to current rules.
Extended maternity and paternity leave.
GranPix — project recognition program with rewards.
Childcare assistance.
Full scholarship for undergraduate and postgraduate studies at Gran Faculdade.
Free unlimited subscription to Gran Concursos.
Gran Academy — corporate university for GranLovers' development.
Study incentive policies that promote continuous learning.
Onboarding kit and equipment provided by Gran.
Christmas voucher in December.
Gran Baby kit — a gift to celebrate the birth of babies in the family.
M.O.M — Momento Off Mamãe: one additional day off per year for mothers, to be scheduled with direct leadership.
Gran School Kit — school supplies assistance.
Inclusion Assistance — exclusive for people with disabilities (PwD).
Petlove — pet health plan for family pets.
Day off on your birthday.
Life insurance.

Technical Support Assistant

Key skills