Technical Customer Support

1 semana atrás

São Paulo, São Paulo, Brasil Fortive Tempo inteiro
Description

Why You Should Join Us?


Join a passionate and collaborative team at the forefront of delivering exceptional technical support for Intelex, a leading platform in Environmental, Health, Safety, and Quality (EHSQ) management. As a Support Analyst, you'll play a key role in helping our customers succeed by resolving technical issues and ensuring a seamless user experience. If you're a problem-solver who thrives in a fast-paced environment and enjoys making a real impact, we'd love to meet you.

What You'll Do?


As a Support Analyst, you'll be the go-to expert for our customers, helping them get the most out of the Intelex platform. Your responsibilities will include:
  • Managing a dynamic queue of customer support inquiries via our ticketing system, email, and phone.
  • Diagnosing and resolving technical issues related to the Intelex software.
  • Determining whether issues are system-related or user-related.
  • Troubleshooting and debugging qualified system issues.
  • Investigating root causes and documenting findings for our Research & Development and Quality Assurance teams.
  • Ensuring timely resolution of customer issues in line with service level agreements (SLAs).
  • Keeping customers informed on the status of their cases.
  • Collaborating with cross-functional teams to deliver high-quality solutions.
  • Continuously learning and applying knowledge of Intelex products and services.
  • Identifying opportunities for product or process improvements based on customer feedback.
  • Maintaining strong customer satisfaction and managing open/closed ticket volumes effectively.

What You Bring


Must-Have Skills & Experience
  • 1–3 years of experience in technical support, web applications, or quality assurance.
  • Strong analytical and problem-solving skills.
  • Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
  • Proven ability to prioritize tasks and manage time effectively in a fast-paced environment.
  • Solid understanding of web-based application architecture.
  • Familiarity with object-oriented design principles.
  • Degree or diploma in Computer Science, Information Systems, or equivalent experience.

Nice-to-Have Skills
  • Experience with ASP.NET, XML, JavaScript, SQL, or T-SQL.
  • Knowledge of Microsoft Office, screen capture, and time-tracking tools.
  • Understanding of Environmental, Health, Safety, or Quality (EHSQ) domains.
  • Bilingualism is a plus.
  • MCSE certification is an asset.

What You'll Get

  • Competitive salary and performance-based incentives
  • Flexible work arrangements (remote/hybrid options)
  • Generous paid time off and holidays
  • Comprehensive health, dental, and vision insurance
  • Professional development and training opportunities
  • A collaborative, inclusive, and mission-driven work environment
  • Opportunities to grow your career within a global organization

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