Technical Support Analyst
Aprova
full-time
Posted on:
Location Type: Hybrid
Location: Canoas • Brasil
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About the role
- Conduct regular on-site visits to the Canoas City Hall to build close relationships, understand challenges, and monitor the customer 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 user acceptance tests, rollouts of new workflows and features, and identify opportunities to expand platform usage.
- **Technical Support**
- Work in the technical support queue, handling requests from various customers;
- Diagnose and resolve technical issues, perform process configurations, and make changes to forms;
- 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 for improvements to 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 autonomous, able to manage multiple tasks simultaneously;
- **Must reside in Canoas**;
- **Availability for regular on-site visits**;
- Prior experience in customer service, customer success, technical support, or related areas.
- **Differentials**
- Degree in fields such as Civil Engineering, Architecture, Public Administration, 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 insurance 100% paid by the company
- Dental plan
- Swile meal allowance
- 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 supportprocess configurationsHTMLCSSJSONsystem configurationSaaS productscustomer successcustomer service
Soft skills
verbal communicationwritten communicationactive listeningorganizational skillsautonomycollaborationconsultative support
Certifications
Bachelor's degree