Analista de Suporte a Produto

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Provide assistance to clients, users, and partners via phone, chat, email, or support tools.

• Diagnose and resolve incidents involving software, hardware, integrations, and access rules.

• Perform configurations, installations, and updates in collaboration with clients and integrators.

• Support the preventive and corrective maintenance of access control equipment and integrations.

• Monitor the functionality of solutions and identify areas for improvement or necessary adjustments.

• Validate communication, synchronization, and event logging in controllers, turnstiles, facial readers, biometrics, and RFID systems.

• Document support interactions, incidents, and technical procedures in the knowledge base.

• Guide users and partners on best practices for usage and information security.

• Assist in the implementation of new solutions and integrations.

• Contribute to the continuous improvement of support processes and the quality of service delivery.

⛳️ Requirements

• Degree in Information Technology, Information Systems, Computer Engineering, or related fields.

• Experience in technical support or customer/user service.

• Familiarity with diagnosing and resolving issues involving software and hardware.

• Understanding of networking concepts (IP, gateway, TCP/IP) as they relate to communication between systems and devices.

• Ability to organize and prioritize tasks effectively.

• Advantages: experience with access control systems, electronic security, or automation.

• Advantages: knowledge of turnstiles, barriers, controllers, biometric or facial readers.

• Advantages: experience with software and hardware integration.

• Advantages: knowledge of Wiegand or OSDP protocols.

• Advantages: experience with AnyDesk, TeamViewer, Remote Desktop, or similar tools.

• Advantages: basic understanding of SQL.

• Advantages: familiarity with SLA or ITIL frameworks.

• Advantages: knowledge of Python.

• Advantages: basic or intermediate English proficiency for consulting technical documentation.

• Courses in Information Technology, Information Systems, Computer Engineering, Computer Networks, or related areas.

🏝️ Benefits

• Alice health plan.

• Gympass membership.

• 23 business days of leave per year.

• Flexible working hours.

• Career development opportunities.

• Medical assistance (subject to the conditions of the corporate plan applicable to PJ providers).