FUNCTIONS AND RESPONSIBILITIES
1.Qualify customer requests - 1st Level Support
Categorize the customers’ requests inputs, defining the type of demand (incident or requisition), considering the technical characteristics and the product in question to ensure the proper response within the time and term established in the contract.
Provide technical assistance to users - 1st Level Support
Resolve basic customers requests related to doubts on systems operation, evaluation on systems logs,
obtaining achieved files and basic analysis on possible incidents before escalating to the 2nd Level of support.
Re-establish the customer's operational routine - troubleshooting
Perform technical procedures, analyzing and testing problem hypotheses based on pre-defined knowledge articles and applying contour measures or definitive solutions with the objective of re-establishing the customer’s operational environment in collaboration with the 2nd Level of support.
Collaborate on projects
Perform the qualification of business and technical needs, propose technical solutions, perform basic systems setups, testing, users training and handle deployment phases in collaboration with other internal areas.
Ensure customer experience excellence
Overcoming customer expectations during their service, understanding the demand correctly and creating
empathy with it, proposing assertive solutions in order to ensure a high-value experience in the relationship with the company.
Contribute to maintain the knowledge base
Update the company's knowledge base by creating and updating standardized procedures and work
instructions in order to generate quick and assertive responses to customer requests.
Graduated or enrolled in an IT-related course.
At least one year of experience in an IT function.
Fluency in Mandarin, second language can be English or Portuguese.
MS Windows Platform (Basic) and MS Office Tools (Basic).
Oriented by company purpose; focus on results; operational excellence; market positioning; technical knowledge; team focus; innovation orientation; communication; globalization; self-development.
Good oral and written communication, empathy, problem solving through workarounds, teamwork, commitment to results and Customer satisfaction, self-learning.