Provide customer support through multiple communication channels
Deliver technical and consultative support by identifying needs and advising on appropriate system usage
Clarify questions related to the software
Map and analyze issues reported by customers, reproducing the environment for diagnosis and resolution
Perform external technical visits, when necessary, to resolve issues or provide clarification
Install and configure the software
Prepare computers and peripherals (hard drive, monitor, mouse, keyboard, printer)
Analyze and document requests for new features, contributing to product improvements
Build and maintain trusted relationships with customers to promote loyalty
Conduct customer training sessions, either in-person or remotely
Produce content (presentations, live sessions, support materials) to encourage and support product usage
Use the ticketing/incident logging tool, ensuring complete documentation of contacts with internal and external customers

Must reside in São José dos Campos, Jacareí or Caçapava
Previous experience in Level 1 technical support
Education in Information Technology (technical or higher — completed or in progress)
Basic technical knowledge of hardware
Good verbal and written communication skills
Availability for occasional travel
Knowledge of databases, including:
Table structure
Relationships
Primary and foreign keys
Basic knowledge of SQL, especially SELECT queries
Basic knowledge of networks and the Internet, including:
Basic understanding of network topology and operation
Identifying a machine's name and IP address
Installation and use of remote access tools

Technical Support Analyst

Key skills