Respond to clients by phone, email and using SisconWeb and other support management tools to clarify questions about system use;
Reproduce system incidents before forwarding them to the correction/development team;
Identify and resolve issues, documenting them clearly;
Ensure prioritization requests from our clients are handled;
Communicate expected delivery times for support tasks/fixes (provide frequent feedback to the client);
Track each support request from opening through closure (client sign-off);
Ensure compliance with the Service Level Agreement (SLA);
Route implementation and improvement requests after performing demand triage;
Deploy and configure the Benner environment at client sites;
Log support hours;
Propose improvements to the support process.

Meal and food vouchers
Health and dental plans
Transportation voucher
Breakfast provided daily
Free parking
Life insurance
Day off on your birthday
Corporate university (training program)
Certification incentives (additional bonus)
Allowances: education, wedding, childcare, maternity/paternity
TotalPass
Maternity/paternity package: hospital discharge kit for the newborn
Fresh fruit three times a week
On-site convenience store ("Mercadinho da Confiança")
Hybrid work model
Partnership with Prisma Psicologia: special rates for psychotherapy sessions for employees and dependents
PPR (profit sharing/performance bonus)

Junior Support Technician — Legal Client Support

Key skills