Support Engineer

• Registrar e gerenciar chamados, deparando-se com demandas de 1º e 2º nível;
• Prestar suporte a sistemas operacionais e instalação de softwares, Pacote Office, Redes, Impressoras e Periféricos, bem como manutenção em desktops e notebooks;
• Realizar mapeamento diretório, configuração de e-mail POP/ Exchange, Lotus Notes, configurar perfil, instalar VPN, Configuração de IP;
• Acompanhar, atender e atualizar os chamados da Base, evitando filas que possam comprometer o SLA do projeto, assim como diminuir ao máximo o número de backlog de chamados;
• Criar e atualizar base de conhecimento, procedimentos, script de atendimento e resolução de problemas no portal KCS.

Técnico de Suporte Júnior

• Prestar suporte remoto de alta resolutividade por meio de chat, telefone e portal ServiceNow.
• Atuar no atendimento de usuários corporativos, centros de distribuição, lojas e equipes em home office.
• Garantir elevado índice de resolução no primeiro contato (First Call Resolution), proporcionando uma excelente experiência ao usuário.
• Diagnosticar e solucionar incidentes de alta complexidade relacionados a sistemas corporativos e aplicações críticas.
• Atuar na resolução de problemas envolvendo frentes de caixa (PDV), faturamento, expedição, inventário logístico e demais sistemas de negócio.
• Realizar análises técnicas aprofundadas para identificar falhas sistêmicas e restaurar rapidamente os serviços.
• Diagnosticar problemas relacionados à infraestrutura de redes, incluindo ambientes LAN, WLAN, WAN, SD-WAN e VPN.
• Atuar em conjunto com equipes especializadas para tratamento de incidentes que envolvam infraestrutura e telecomunicações.
• Executar análises de conectividade e validar integrações entre sistemas e dispositivos.
• Desenvolver scripts e rotinas de automação para otimizar atividades recorrentes da operação.
• Identificar oportunidades de melhoria nos processos de suporte e propor soluções que aumentem a eficiência operacional.
• Apoiar iniciativas de padronização e automação do atendimento.
• Produzir, revisar e manter atualizados artigos técnicos na Base de Conhecimento.
• Documentar procedimentos, soluções de contorno e boas práticas para compartilhamento entre as equipes.
• Disseminar conhecimento técnico e apoiar a capacitação dos demais analistas.
• Realizar análises de causa raiz (Root Cause Analysis) para incidentes recorrentes.
• Contribuir para a eliminação definitiva de falhas, reduzindo reincidências e aumentando a estabilidade do ambiente.
• Acompanhar indicadores de performance e qualidade do suporte, propondo ações corretivas quando necessário.

Analista de Suporte Sênior – N1/N2, Resolutivo Noturno

• Plan, implement, and evaluate training programs (in-person and online) aligned with business needs — Operations is the target audience (field and infrastructure technicians).
• Structure and redesign the onboarding process to make it more interactive and automated.
• Identify training and development needs in collaboration with business areas, using indicator analysis.
• Develop internal content and adapt materials for different audiences, ensuring pedagogical effectiveness and engagement.
• Support initiatives related to artificial intelligence applied to learning, using tools to optimize content.
• Manage the LMS platform, ensuring learning paths and courses are up to date.
• Measure training results and impact by creating metrics and reports.
• Conduct benchmarking on L&D practices and talent development in the market.

Technical Training Analyst – Junior

• Responsável por solucionar os problemas de baixa/média/alta complexidade, no menor tempo possível, visando a satisfação dos clientes e o funcionamento das ferramentas, em cumprimento aos padrões e políticas estabelecidas pela empresa.
• Realizar atendimento e suporte ao cliente ao software comercializado pela empresa via telefone, chat e ticket, buscando identificar as necessidades e apontar a melhor solução, quanto ao tratamento de chamados de dúvidas funcionais e regras de negócio dos usuários do software.
• Realizar a triagem inicial de chamados, categorizando e priorizando solicitações de acordo com os procedimentos estabelecidos.
• Documentar as soluções aplicadas e contribuir para a base de conhecimento interna.
• Escalar problemas de maior complexidade para o próximo nível de atendimento quando necessário.
• Fornecer orientação aos clientes sobre o uso correto do software comercializado pela empresa.
• Participar de treinamentos e capacitações para aprimorar o conhecimento sobre o sistema e os processos de suporte.
• Manter uma comunicação eficaz com os usuários e a equipe interna.
• Executar ajustes de dados em lote e gerar relatórios personalizados conforme as necessidades do cliente.
• Investigar incidentes utilizando análise de logs e bancos de dados.
• Participar de reuniões com clientes para entender melhor suas necessidades e fornecer soluções adequadas quando necessário.

Analista de Suporte e Atendimento – Junior

• Assist clients by phone, email and via the SisconWeb platform and other support management tools to clarify questions about using the system;
• Reproduce system incidents before escalating them to the development/correction team;
• Identify and resolve issues, documenting them clearly;
• Ensure clients' prioritization requests are handled;
• Provide expected delivery timelines for support actions/fixes (frequent feedback to the client);
• Track support requests from their opening through to closure (client sign-off);
• Ensure compliance with the Service Level Agreement (SLA);
• Route implementation and improvement requests after triaging the demand;
• Deploy and configure the Benner environment at client sites;
• Log support hours;
• Propose improvements to the support process.

Junior Support Technician – Customer Support, HR

• Serve customers via phone, email, SisconWeb and other support management tools to clarify questions about using the system;
• Reproduce system incidents before escalating them to the correction/development team;
• Identify and resolve problems, documenting them clearly;
• Ensure clients' prioritization requests are addressed;
• Communicate delivery timelines for support tasks/fixes (provide frequent feedback to the client);
• Track support requests from opening to closure (client sign-off);
• Ensure Service Level Agreement (SLA) compliance;
• Route implementation and improvement requests after triaging the demand;
• Deploy and configure the Benner environment at client sites;
• Log support hours;
• Propose improvements to the support process.

Junior Support Technician – Legal Client Support

• Prestar atendimento técnico especializado a clientes usuários do sistema Questor;
• Orientar clientes em rotinas fiscais, contábeis e obrigações acessórias dentro do sistema;
• Conduzir atendimentos com postura consultiva, didática e resolutiva;
• Trabalhar em conjunto com a equipe interna para solução de casos técnicos;
• Contribuir para a melhoria contínua dos processos de atendimento.

Suporte Técnico Tributário

• 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

• Atendimento de chamados (Nível 1 e Nível 2);
• Suporte aos usuários nos sistemas e ferramentas;
• Gestão de acessos (criação, alteração e exclusão);
• Apoio em onboarding e offboarding;
• Suporte a sistemas críticos;
• Tratativa de inconsistências operacionais;
• Apoio às áreas;
• Acompanhamento de processos com usuários;
• Manutenção e configuração de equipamentos;
• Apoio à infraestrutura (rede, ambiente e dispositivos);
• Gestão de ativos e inventário;
• Garantia do funcionamento do ambiente de TI;
• Apoio em rotinas de backup e recuperação de dados;
• Controle de acessos e permissões;
• Apoio à segurança da informação (antivírus, políticas, GPO - Objeto de politica de grupo, etc.);
• Acompanhamento de chamados com fornecedores;
• Apoio na gestão de contratos de TI;
• Organização de documentação da área;
• Apoio em projetos da área;
• Contribuição em melhorias operacionais;
• Apoio em automações e padronização.

Assistente Suporte Técnico – Setor Social

Analista de Suporte, Inglês

• Conduct client review meetings to analyze and validate results.
• Manage requests and tracking using Jira and Confluence for a client-dedicated team.
• Coordinate with internal departments to address and fulfill requests.
• Develop metrics and KPIs (a plus).
• Prepare client presentations in PowerPoint.
• Write procedures to support area processes.

Customer Experience & Support Analyst

• Implement the company's systems at client sites, ensuring installation, configuration, and testing are completed and that contracted modules are successfully operationalized.
• Provide training and refresher sessions on system usage to clients, taking responsibility for the end-to-end process.
• Test implementation modules and the features included in each release before they are released and deployed.
• Manage the documentation produced during implementations, ensuring that all agreements, reports, and other documents are validated and signed to confirm service delivery.
• Provide technical support—from basic to advanced—to Inovadora's clients via phone, email, chat, or corporate WhatsApp, identifying issues and assisting with resolution.
• Open support tickets for your interactions, recording detailed information about client requests as well as system defects and bugs, and routing those that require other teams' assistance.
• Monitor open tickets, ensuring the client receives timely updates within agreed deadlines.
• Provide technical support to Inovadora's partner resellers, answering questions regarding implementation and system usage.
• Conduct client visits to closely monitor their interaction with and satisfaction regarding our solutions.

Support and Implementation Analyst

• Provide support to Omie PDV customers via chat and phone.
• Perform remote access to customers' machines to assist them when necessary.
• Create step-by-step guides of system procedures in image/text or video format to resolve customer questions.
• Escalate systemic issues and problems without obvious solutions to the Product Specialists team for validation and resolution.
• Redirect chats and calls outside your area to the appropriate department to help the customer get their issue resolved by the right team.
• Act in a consultative manner and provide empathetic, human-centered support to all customers.

Junior Technical Support Analyst

• Realizar o atendimento de primeiro nível através das ligações e e-mails recebidos, buscando soluções no primeiro contato, conforme procedimentos técnicos
• Registrar e documentar os chamados, garantindo a categorização correta, atribuindo o grupo solucionador e atendendo dentro do SLA estabelecido
• Tratar as solicitações de forma rápida e eficiente, garantindo a satisfação dos usuários.

Assistente Técnico de Suporte I

• Assist clients by phone, email, remote access, and/or chat
• Diagnose reported issues and provide accurate resolutions
• Log incoming support tickets in the platform
• Guide clients and answer questions about the solutions provided
• Training and updates focused on personal development

Accounting Support Technician, Tax Bookkeeping

• Administer, sustain, and evolve corporate Observability environments with Zabbix, ensuring platform availability, performance, scalability, and reliability;
• Act as a technical reference at the 3rd level for maintaining the monitoring infrastructure, supporting internal teams, vendors, and strategic partners;
• Serve and advise internal clients, understanding technical and business requirements to propose appropriate monitoring solutions;
• Identify, propose, and implement improvements to templates, triggers, items, dashboards, discovery rules, alerts, escalations, maps, integrations, and automations;
• Support management of infrastructure, application, and service availability through continuous monitoring of metrics, events, and performance indicators;
• Participate in War Rooms, critical incidents, and root cause analyses, proposing new monitoring or adjustments to existing checks;
• Develop advanced monitoring using preprocessing, LLD, JavaScript, the Zabbix API, and the Zabbix database when necessary;
• Work on medium- and high-complexity projects related to Observability;
• Ensure adherence to IT governance processes, and to incident, problem, change, capacity, and availability management;
• Monitor, optimize, and provide support when necessary for the Zabbix platform itself, including Server, Frontend, Database, Proxies, Agents, SNMP, traps, internal queues, and process performance;

Senior Support Analyst, Zabbix

• Customer support: provide technical and functional support to users of the tax and accounting platform, ensuring clear, prompt, and empathetic communication.
• Incident resolution: investigate and resolve issues related to system operation, tax obligations, configurations, and integrations.
• Technical analysis: understand and interpret tax and accounting processes to provide accurate solutions to customer requests.
• Recording and follow-up: log tickets and keep the service history up to date, tracking the full lifecycle until final resolution.
• Cross-team interaction: work collaboratively with product, development, and implementation teams to report improvements, bugs, and optimization opportunities for the platform.
• User enablement: guide and train customers on system features, promoting autonomy and a positive user experience.
• Contribution to continuous improvement: identify error patterns, suggest adjustments, and support the team in evolving the product and support processes.
• Integration maintenance: monitor and ensure the proper functioning of integration tools between systems (e.g., ERPs, tax and accounting platforms), ensuring data is collected and processed correctly.

Support Analyst

• Realizar recálculos e retificações de obrigações fiscais e trabalhistas (ex.: DAS, Folha de Pagamento, eSocial, DCTFWeb);
• Conduzir análises e revisões em apurações tributárias e trabalhistas;
• Efetuar inclusões e simulações de Fator R, garantindo o correto enquadramento das empresas;
• Apoiar nas entregas de obrigações acessórias e cumprimento de prazos fiscais e trabalhistas;
• Participar do mapeamento e melhoria de processos, sugerindo práticas mais eficientes e seguras;
• Atuar em conjunto com demais áreas para garantir conformidade e qualidade nas entregas.

Analista de Suporte Fiscal

• Provide support in identifying and resolving incidents and/or problems in the NEXDOM systems.
• Clarify questions regarding system functionalities.
• Suggest improvements to workflows and processes based on support interactions.
• Maintain active communication during support interactions via chat, email, phone and other channels.
• Reclassify ticket severity and type, ensuring the correct handling and routing of requests.
• Fully document the progress and resolution of tickets, enabling requester follow-up.
• Work based on incident evidence, aiming for accurate, effective resolution.
• Contribute to maintaining the knowledge base and research library.
• Follow and propose improvements to internal processes and guidelines.
• Share knowledge with the team and maintain collaborative working relationships with colleagues.
• Provide support with respect, professionalism, and empathy, aiming for a positive experience.
• Demonstrate active, empathetic, and objective listening focused on problem resolution.
• Perform other related tasks as requested by leadership.
• Work under close and ongoing guidance and supervision.
• Stay updated on procedures, trainings, and certifications relevant to the area.
• Ensure tickets are handled within the agreed SLA.
• Interact with resolution teams for joint handling of issues.
• Study and analyze requests, escalating or routing them as necessary.

Junior Systems Support Analyst

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Técnico de Suporte Júnior

Analista de Suporte Sênior – N1/N2, Resolutivo Noturno

Technical Training Analyst – Junior

Analista de Suporte e Atendimento – Junior

Junior Support Technician – Customer Support, HR

Junior Support Technician – Legal Client Support

Suporte Técnico Tributário

Technical Support Analyst

Assistente Suporte Técnico – Setor Social

Analista de Suporte, Inglês

Customer Experience & Support Analyst

Support and Implementation Analyst

Junior Technical Support Analyst

Assistente Técnico de Suporte I

Accounting Support Technician, Tax Bookkeeping

Senior Support Analyst, Zabbix

Support Analyst

Analista de Suporte Fiscal

Junior Systems Support Analyst

Junior Technical Support Analyst