Senior Technical Support Analyst

* • Develop and maintain close relationships with the customer base, ensuring clear and effective communication.
* • Investigate and diagnose technical issues, providing accurate and timely solutions, including solving complex engineering problems.
* • Work closely with the development team to report bugs and suggest improvements based on client feedback and needs.
* • Provide technical support through our Helpdesk, email, and remote sessions, resolving client issues quickly and efficiently.
* • Manage support activities and client interactions through our Helpdesk, and document actions in the Hub Spot CRM, ensuring accurate and accessible records.
* • Develop a deep understanding of TRACTIAN products, correlating features with client operations to identify and suggest improvements and new tools.
* • Assist in creating and maintaining support documentation and knowledge bases, sharing your technical expertise with the team and clients.
* • Analyze mechanical, electrical, and operational spectra, interpret technical drawings, and understand industrial processes, including knowledge of PPCM (Planning, Programming, and Control of Maintenance) and its operational routines.
* • Be proactive in seeking improvement opportunities, focusing on enhancing operational efficiency and customer satisfaction.### Requirements
* • Bachelor’s degree in a technical discipline, such as Electrical, Mechanical, or Industrial Engineering.
* • Experience in providing technical support for software or technology products.
* • Strong problem-solving skills and ability to work under pressure.
* • Excellent verbal and written communication skills.
* • Knowledge of troubleshooting and diagnostic techniques.
* • Proficiency in technical support tools and Helpdesk software, especially Intercom.
* • Ability to document technical information for a non-technical audience.
* • Genuine listening skills and an obsession with customer satisfaction, with a focus on delivering exceptional service.
* • Knowledge of different industrial processes and PPCM (Planning, Programming, and Control of Maintenance) and its operational routines.
* • CATV II or III certification.
* • Prior experience in B2B technical support roles.
* • Additional language skills apart from English.
* • Fluent in English.### COMPENSATION
* • Competitive salary and stock options
* • Optional fully funded English / Spanish courses
* • 30 days of paid annual leave
* • Education and courses stipend
* • Employee Giving
* • Earn a trip anywhere in the world every 4 years
* • Day off during the week of your birthday
* • Up to R $1.000/mo for meals and remote work allowance
* • Health plan with national coverage and without coparticipation
* • Dental Insurance: we help you with dental treatment for a better quality of life.
* • Gympass and Sports Incentive: R $300/mo extra if you practice activities

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