Tech Support Senior Analyst
Kavak
IT, Customer Service
Barueri, SP, Brazil
Posted on Thursday, May 2, 2024
Role specific mission:
- Act as IT technical support
- Hours: Monday to Friday from 09:00 to 18:00
- Area of work: Barueri / SP
Functions of the vacancy:
- Provide technical support to customers by phone, email and chat;
- Diagnose and resolve issues related to hardware and software;
- Set up and maintain computer equipment such as desktops, laptops, printers, ipads, and mobile devices;
- Install, upgrade, and configure software and applications;
- Collaborate with other IT team members to resolve complex issues or escalate incidents as necessary;
- Continuously improve technical support processes and procedures Monitor and analyze customer feedback to identify areas for improvement;
- Manage the stock of IT assets;
- Perform preventive and corrective maintenance to multifunctional equipment.
Hard skills:
- Knowledge in preventive and corrective maintenance of any technological equipment, as well as its repair;
- Strong problem solving skills and ability to solve complex technical problems;
- Experience with ticketing systems;
- Service attitude;
- Windows 10 and 11 experience, multifunctional printers, Office 2016 or 365, G-Suite, Jira or other ITSM tool, computer skills are Windows OS or MacOs, Android phones and IOs;
- Availability to provide support in different locations.
Soft skills:
- +2 years in IT Support;
- Excellent communication skills, both verbal and written;
- Ability to work independently and as part of a team;
- Continuous improvement approach;
- Organization skills;
- Advanced Spanish or English speaking.
Role success KPIs:
- Satisfaction survey (NPS);
- Improve IT service level.