Aprova

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 & Tools
technical supportprocess configurationsHTMLCSSJSONsystem configurationSaaS productscustomer successcustomer service
Soft Skills
verbal communicationwritten communicationactive listeningorganizational skillsautonomycollaborationconsultative support
Certifications
Bachelor's degree