Help Desk Assistant | Customer Support (Software)

We are looking for a Help Desk Assistant to support our software users, providing support and ensuring an agile, efficient, and humanized service experience.

If you enjoy technology, have strong problem-solving skills, and believe that great customer service makes a difference, we want to meet you!

Role Mission:

Provide support to ensure agile resolution of customer requests and accurate information logging, contributing to the quality of the user experience.

Responsibilities:

• Support users through various support channels (chat, phone, email, and tickets).
• Analyze, classify, and resolve level-one tickets.
• Guide customers on software usage and configuration.
• Log and track tickets until resolution, keeping customers informed.
• Escalate issues when necessary and adhere to service level agreements (SLA).

Requirements:

• Technical or undergraduate degree (in progress or completed) in Management, Information Systems, Business Administration, or related fields.
• Strong verbal and written communication skills.
• Ability to quickly learn new systems and interpret business processes.
• Analytical mindset and problem-solving skills.
• Organization, attention to detail, and customer focus.

Preferred Qualifications:

• Experience in customer service and/or Help Desk, and with ticketing tools.
• Knowledge of ERP systems or corporate software.
• Investigative skills.
• Basic knowledge of remote access and environment configuration.

Behavioral Competencies

• Clear and didactic communication.
• Investigative and analytical profile.
• Proactivity and organization.
• Empathy and customer focus.
• Ability to teach and guide users.
• Teamwork.

Benefits:

• Home office allowance
• Unimed health insurance
• Meal voucher