Technical Support Analyst
Aprova
full-time
Posted on:
Location Type: Hybrid
Location: Ribeirão Preto • 🇧🇷 Brazil
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Conduct in-person visits three times per week to the Ribeirão Preto City Hall to ensure close collaboration, understand challenges, and monitor the success journey;
- Monitor account health and propose proactive actions to increase engagement and platform adoption;
- Build trust with users by practicing active listening and providing consultative support;
- Support validations, rollouts of new flows and features, and identify opportunities to expand platform usage.
- **Technical Support**
- Work on the technical support queue, handling requests from various clients in the portfolio;
- Diagnose and resolve technical issues, configure processes, and make form adjustments;
- Negotiate deadlines and priorities according to the criticality of requests;
- Document processes, configurations, and solutions clearly and accessibly for the team;
- Participate in technical meetings with clients when necessary.
- **Collaboration and Continuous Improvement**
- Collaborate with other teams to ensure an excellent customer experience;
- Share learnings and contribute suggestions to improve internal and external processes;
- Actively participate in team ceremonies such as reviews and alignment meetings.
Requirements
- Bachelor's degree completed or in progress;
- Strong verbal and written communication skills;
- Proficiency with systems and technical support;
- Ability to understand business rules and translate them into practical solutions;
- Organized and able to work autonomously across multiple fronts;
- Reside in Ribeirão Preto;
- Availability for hybrid work;
- Previous experience in customer service, customer success, technical support, or related areas.
- **Differentials**
- Degree in fields such as Civil Engineering, Architecture, Public Management, Technology, or related areas;
- Basic knowledge of HTML, CSS, JSON, or structured programming;
- Experience configuring systems or SaaS products;
- Experience working with public sector clients or government agencies.
Benefits
- Bradesco Health Plan 100% paid by the company
- Dental plan
- Swile Meal Voucher
- Life insurance
- TotalPass
- Discounted psychotherapy in partnership with Vittude
- 20-day paternity leave
- Day off on your birthday
- Company-provided equipment.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supportHTMLCSSJSONsystem configurationSaaS productsprocess configurationproblem diagnosissolution documentation
Soft skills
active listeningconsultative supportcommunicationorganizationautonomycollaborationcustomer servicecustomer successnegotiationcontinuous improvement
Certifications
Bachelor's degree