Level 1 Support Technician

myTapp has arrived to innovate the draft beer market with our intelligent self-service system. To ensure the best draft craft beer tasting experience in bars and restaurants across all 21 Brazilian states where we operate, we have implemented hardware, a web management system, applications, and dashboards that deliver operational efficiency, data intelligence, and control for our clients.

We are a company with a results-oriented culture, a proactive team, and extremely dedicated people. If you identify with this, are creative, ambitious, and focused, come join our team! 🙂

Job Description:

We are looking for a Level 1 Support Analyst to join our team. The ideal candidate must possess solid technical skills, customer service experience, and the ability to work in a dynamic and challenging environment. Responsibilities and qualifications include:

Department Challenges:

At our company, we need to ensure our clients receive fast and efficient technical support, as service continuity is crucial for their business operations.

What You Will Do:

• Customer support via chat, WhatsApp, phone, and email.
• Providing Level 1 technical support to resolve network and system issues.
• Troubleshooting Linux systems and performing preventive and corrective maintenance.
• Initial contact filtering and escalation to other departments depending on the required technical level.
• Hardware maintenance on computers and monitoring of equipment and system performance.
• Data analysis to identify trends and solve problems.
• Scheduling and remote monitoring of technical visits.
• Sharing knowledge and best practices with the entire team.

What We Expect From You:

• Ability to handle simultaneous support requests while maintaining service quality.
• Attention to detail, proactivity, and organization in dynamic environments.
• Knowledge of troubleshooting and service desk tools.
• Ability to manage critical environments.
• Familiarity with project management tools.
• Knowledge of computer maintenance and repair.
• Ability to analyze data, generate reports, and solve problems based on obtained information.
• Availability to work on weekends and evenings.
• Experience in customer service via chat and phone.
• Basic knowledge of bar operations (Optional).
• Spanish speaking skills (Optional).

We Would Be Thrilled If You:

Enjoy customer service; Have networking knowledge.

Work Schedule

– Base schedule: 2:00 PM – 11:00 PM

– Working days: Monday – Tuesday – Wednesday – Friday – Saturday

– Standard days off: Sundays and Thursdays.

– Rotating schedule (days and hours may vary from week to week)

– On-site work during business hours; the remainder of the shift is remote

Benefits

-Meal voucher of R$ 682.00/month + R$ 583.00 flexible credit on CAJU

-Transportation allowance with a 6% deduction

-Health insurance;

-Gogood;

-Health Incentive Program (monthly raffles)

-Birthday Day Off.