Soluções Sophia

Support Engineer

• Provide customer support through multiple communication channels
• Deliver technical and consultative support by identifying needs and advising on appropriate system usage
• Clarify questions related to the software
• Map and analyze issues reported by customers, reproducing the environment for diagnosis and resolution
• Perform external technical visits, when necessary, to resolve issues or provide clarification
• Install and configure the software
• Prepare computers and peripherals (hard drive, monitor, mouse, keyboard, printer)
• Analyze and document requests for new features, contributing to product improvements
• Build and maintain trusted relationships with customers to promote loyalty
• Conduct customer training sessions, either in-person or remotely
• Produce content (presentations, live sessions, support materials) to encourage and support product usage
• Use the ticketing/incident logging tool, ensuring complete documentation of contacts with internal and external customers

Technical Support Analyst