Tech_Operador/a de soporte N1

We are looking for a proactive and experienced Level 1.5 technician to join our technical support team. This position focuses on providing assistance to users, managing more complex problems than a Level 1 technician, and ensuring customer satisfaction.

Requirements

• Daily review of systems and applications to identify and resolve problems proactively.
• Monitoring alerts and reports to ensure optimal service performance.
• Phone and email attention to queries, requests or escalations from other support groups or internal client responsible.
• Provide technical support to users through multiple channels (phone, email, ticketing tools) for problems that require a higher level of technical expertise.
• Act as the first point of contact for receiving and attending support tickets.
• Classify, prioritize and assign tickets according to established procedures.
• Diagnose and resolve support tickets according to defined procedures.
• Provide effective solutions and document the steps taken for resolution.
• Escalate complex or critical problems to higher levels of support when necessary.
• Participate in the planning and implementation of changes in the technical environment, following established change procedures.
• Ensure that all changes are carried out in a controlled and documented manner.
• Keep the documentation of processes, procedures and user guides up to date.
• Contribute to the continuous improvement of support procedures.
• Collaborate with the team to identify and document effective procedures and solutions.
• Problem identification, tracking and resolution.

Benefits

• Conconciliation measures and flexible working hours.
• Continuous training and certifications.
• Hybrid remote work model.
• Attractive package of social benefits.
• Excellent dynamic and multidisciplinary work environment.
• Volunteering programs.