Application Support Associate

Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport and infrastructure solutions for the future. If you seek to make a difference on a global scale, working with next-gen technologies and the sharpest collaborative teams, then we could be a perfect match. Our Commitment: At the Volvo Group, we believe that diverse perspectives, experiences, and talents drive innovation and strengthen our ability to create prosperity through transport solutions. We are committed to fostering an inclusive workplace built on equal opportunities for everyone. This is an affirmative opportunity for people with disabilities, reinforcing our commitment to building increasingly diverse and inclusive teams. Who we are Digital Support Center (DSC) is the Volvo Group DTO Organization that supports digital products running for every Group brand, we are based in Curitiba covering the Latin American region, including Brazil, Argentina, Chile, Colombia , Peru, and also some Brands in USA. Your Mission Resolve and restore
• Be the first point of contact for the user network across Latin America, handling incidents and service requests through the customer portal, phone and other support channels.
• Diagnose and resolve issues in digital products by using structured troubleshooting, logs, data checks and knowledge articles, aiming to solve at first contact whenever possible.
• Escalate to product teams with complete, clear information when needed, and follow the case end to end until the confirmed resolution. Handle what matters most
• Take part in major incidents: detect impact early, communicate with affected markets and work alongside cross-functional and global teams to restore service.
• Ensure smooth handover of open cases between shifts and other teams.
• Availability of working whithin flexible time shifts for instance from 13:00 up to 22:00
• Connect users and product teams
• Act as the voice of the user toward application and product teams, sharing trends, pain points and improvement ideas grounded in real support data.
• Take part in testing and deployment of new features and releases (for example, user acceptance tests and post-release checks) so that changes work for internal/external users in each market. Continuous Improvement
• Identify recurring incidents and contribute to problem management and root-cause analysis.
• Propose and implement process improvements and automations through Kaizen and Agile ways of working.
• Create and maintain knowledge base articles and user guides that enable faster resolution and internal/external user self-service. Who are you?
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Education:
Bachelor’s degree in Information Technology, candidates from other fields with proven experience in user or customer support are welcome.
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Experience:
Skilled in IT application/technical support or a customer-facing role over 2 years.
• Languages: Fluent Portuguese, Spanish and English (written and spoken).
• Communication: Clear, empathetic written and spoken communication, especially business oriented with non-technical users.
• Customer focus: You understand the internal/external user end-to-end journey and treat every ticket as a customer who needs to get back to business.
• Troubleshooting mindset: Structured analytical and problem-solving skills, with curiosity to find the root cause rather than just the workaround.
• Technical curiosity: Interest in how products, integrations and data work together (e.g., web applications, APIs, databases, mainframes, etc.).
• Ownership: You take responsibility for outcomes.
• Resilience: You keep calm under pressure and adapt well to changing priorities and ambiguity.
• Team spirit: You share knowledge, support colleagues' development and learn from others. Nice to have:
• Experience with ServiceNow, and/or Azure DevOps.
• Basic SQL or scripting for data checks and simple automation.
• Experience with Agile frameworks (Scrum, Kanban, Stable Teams) or Lean / Kaizen practices.
• Knowledge of digital commercial processes, parts management and/or basic logistics in the automotive or heavy-vehicle industry.
• Familiarity with the business and cultural context of Latin American markets such as Argentina, Chile, Colombia and Peru.
• Interest in AI, Automation and Modernization. This selection process will be conducted with the support of Michael Page Consulting At Volvo do Brasil, we value the candidate experience and collaborate with approved partners to ensure a professional selection process aligned with our values. We reaffirm our commitment to protecting the personal data of all participants, in full compliance with the Brazilian General Data Protection Law (LGPD). Our goal is to provide a safe and respectful experience at every stage of the process. What Volvo Group Offers: Health and Well-being for You and Your Family:
• Medical and dental insurance plans;
• On-site medical clinic;
• Pharmacy assistance program;
• Reimbursement for corrective lenses (ophthalmology);
• Sick leave assistance;
• Childcare allowance;
• Special education allowance;
• Extended maternity and paternity leave. Meals:
• Meal and food vouchers and on-site meals (depending on work location). Transportation:
• Company-provided shuttle transportation. Financial Security:
• Profit Sharing Program (PLR);
• Private pension plan – Vikingprev;
• Life insurance. Convenience and Quality of Life:
• Volvo Association Club;
• Access to a wellness app with partner gyms and fitness studios.
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* Benefits are granted in accordance with legal eligibility requirements and internal company policies. We value your data privacy and therefore do not accept applications via mail. Who we are and what we believe in We are committed to shaping the future landscape of efficient, safe, and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents across the group’s leading brands and entities. Applying to this job offers you the opportunity to join Volvo Group. Every day, you will be working with some of the sharpest and most creative brains in our field to be able to leave our society in better shape for the next generation. ​We are passionate about what we do, and we thrive on teamwork. ​We are almost 100,000 people united around the world by a culture of care, inclusiveness, and empowerment. Volvo Group Digital Technology & Operations (DTO) is a new division. The organizational set up is structured around domains, digital products with functions for digital excellence to deliver outstanding customer experience. Joining the new DTO division means being part of a fast-moving digital product-oriented organization where teams truly own what they build from idea to delivery. In DTO, we work in agile, cross-functional teams, mastering the latest technology, and creating outstanding digital experiences that make a real difference for our colleagues and Volvo Group customers around the world. We put people first and build our culture on trust, passion, customer success, change, and performance. If you want to grow, collaborate across functions and entities, and help shape the future of digital products within Volvo Group, DTO is a great place to be. In some countries and for specific positions within Volvo Group Digital Technology & Operations, background checks may be required, in accordance with local laws & regulations. If this is applicable to the role you have applied for, you will be informed.