Inovadora Sistemas

Support Engineer

• Implement our systems with clients, ensuring installation, configuration and testing are completed and that contracted modules can be operated successfully.
• Deliver trainings and refreshers on the use of our systems to clients, being responsible for the end-to-end process.
• Test implementation modules and the features included in each release before they are released and deployed.
• Manage deployment documentation, ensuring that all agreements, reports and other documents are validated and signed to confirm service delivery.
• Provide technical support, from basic to advanced levels, to Inovadora's clients via phone, email, chat or corporate WhatsApp, identifying issues and assisting with their resolution.
• Prioritize support requests by identifying the level of urgency according to pre-established criteria.
• Create tickets for your support interactions, recording detailed client requests as well as system defects and flaws, and routing those that require assistance from other areas.
• Monitor open tickets, ensuring the client receives updates on their requests within agreed timelines.
• Handle complex incidents, escalating them to other teams when necessary and ensuring they are resolved efficiently and within expected deadlines.
• Provide technical support to Inovadora's reseller partners, answering questions about implementation and the use of our systems.
• Collaborate with your team and other teams at Inovadora to resolve issues, clarify doubts and deliver trainings that help them understand and better use system features.
• Support the commercial team by performing technical analyses of RFPs/tender documents, identifying opportunities and gaps that could affect Inovadora's participation.
• Participate in POCs when necessary, analyzing and validating the requirements in the RFPs against what Inovadora's systems deliver.
• Identify opportunities in implementation and support processes, suggesting improvements and updates that can deliver greater value to the client.
• Visit clients to closely monitor their interaction and satisfaction with our solutions.
• Work on-call, intervening in client emergencies and/or when the company requires it.

Support and Implementation Analyst