Technical Support Specialist

Há 6 dias


Brasília, Distrito Federal, Brasil Prodapt Tempo inteiro
Job Title: Application Support Specialist

At Prodapt, we're seeking a highly skilled Application Support Specialist to join our team. As a key member of our support team, you will be responsible for providing advanced support for our AI-driven talent intelligence solutions.

Key Responsibilities:
  • Platform Support: Provide expert-level support for technical issues related to our platform, including integrations, data issues, and application performance.
  • Incident Management: Handle and resolve complex tickets escalated from our L1 support team, ensuring timely and effective resolution within service level agreements (SLAs).
  • Troubleshooting: Perform in-depth troubleshooting for issues involving our platform, including user access problems, data discrepancies, and integration failures.
  • System Maintenance: Assist with updates, configurations, and maintenance of our platform and related systems.
  • Documentation: Maintain detailed records of support cases, actions taken, and resolutions provided. Contribute to our knowledge base and documentation for recurring issues.
  • Collaboration: Work closely with our L3 support and other technical teams to address complex issues and provide insights for ongoing improvements.
  • Customer Interaction: Communicate effectively with clients to gather information, provide updates, and ensure a high level of satisfaction with issue resolution.
Requirements:
  • Education: Bachelor's degree in computer science, Information Technology, or a related field, or equivalent work experience.
  • Experience: 2-8 years of experience in technical support, preferably with experience supporting SaaS or AI-driven platforms.
  • Skills: Strong understanding of our product platform, including its core features and integration points. Experience with ticketing systems, remote support tools, and troubleshooting techniques. Proficiency in SQL and Python programming languages.


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