Operational Support Technician

Jobtailor; Curitiba; Presencial; BRL 24 000 - 42 000; Tempo integral

Resumo da oferta

Jobtailor is seeking a technically skilled student to join our support team in Curitiba, Brazil. The role focuses on diagnosing and resolving technical issues remotely, ensuring accurate service orders, and guiding field technicians during installations.

As an enrolled Bachelor’s student with a technical background, you will contribute to improving service quality by providing detailed technical reports and collaborating with peers to share knowledge and best practices.

Qualificações

• Currently enrolled in a Bachelor's degree program.
• Technical qualification in Mechanical, Electronic/Electrical, Mechatronics, Automotive, Telecommunications, or related fields.

Responsabilidades

• Maximize first-contact resolution (FCR) by diagnosing issues remotely and guiding customers.
• Open service orders with accurate diagnosis and proper routing by collecting complete information from customers.
• Provide remote assistance during installations to reduce field errors.
• Validate technical reports and ensure reliable data for decision-making.
• Deliver clear technical responses for customer complaints and support field evaluations.
• Share best practices and help teammates with technical questions.
• Identify recurring issues, report patterns, and suggest process improvements.

Formação académica

Bachelor's degree in progress

Technical qualification in Mechanical/Electronic/Electrical/Mechatronics/Automotive/Telecommunications or related fields

Descrição da oferta de emprego

Responsibilities

• Maximize first-contact resolution (FCR), reducing the need for follow-up contacts and increasing customer satisfaction through qualified technical support: perform accurate diagnosis of issues, provide clear and concise guidance to customers, and resolve problems remotely whenever possible without the need for field intervention.
• Ensure service orders are opened with correct diagnosis and proper routing by performing technical analysis of requests, collecting complete information from customers, and recording problem details in a structured and accurate manner for field execution.
• Support correct execution of field technical services and reduce installation and maintenance errors by providing remote assistance to service providers during installations and maintenance, offering technical guidance on procedures and resolving operational questions.
• Ensure the reliability of technical assistance data for analysis and decision-making by validating the completion of technical reports prepared by service providers and accurately recording information from service interactions.
• Provide consistent and well-structured technical responses for customer complaint handling by analyzing available information, service history, and technical data; support and lead technical evaluation in the field and consolidate findings into clear, well-founded technical reports.
• Raise the technical level of the support team and improve overall service quality by sharing best practices, assisting colleagues with technical questions, and contributing to the creation and updating of support materials.
• Support operational improvement and the reduction of recurring issues by identifying failure patterns, reporting recurring problems, and suggesting improvements to processes, products, or solutions.

Requirements

• Currently enrolled in a Bachelor's degree program
• Technical qualification in Mechanical, Electronic/Electrical, Mechatronics, Automotive, Telecommunications, or related fields