REDE IDEIA | Autoridade Certificadora

IT Support

• Provide first-level technical support to users of products and services (such as Ideia Chat, Ideia Signer and Ideia MEI) via phone, chat, email and the ticketing platform.
• Log, classify and track customer requests in the ticketing platform from opening through resolution.
• Assist with training and onboarding of new users and clients, explaining features and best practices for using our tools.
• Identify patterns of recurring issues and pain points that impact the user experience.
• Create and update help materials, such as FAQs, tutorials, knowledge base articles and troubleshooting guides.
• Monitor customers’ product usage, gather feedback and proactively identify situations that may generate questions or problems.

Help Desk Analyst – IT