Invenzi

• Desenvolver relatórios e dashboards para projetos utilizando: • Stimulsoft (ferramenta embarcada no Invenzi W-Access) • SQL direto nos bancos dos clientes • Extrair, transformar e analisar dados de múltiplas fontes: • SQL Server • Oracle • PostgreSQL • Entender necessidades de negócio e traduzir em visualizações claras e úteis • Apoiar análises exploratórias e pontuais (incluindo uso de Python quando fizer sentido) • Garantir performance e qualidade nas consultas e relatórios

• Assist customers and users by phone, chat, e-mail, or support tools; • Diagnose and resolve issues related to hardware, software, networks, and systems; • Perform configuration, installation, and updates of systems and applications; • Support preventive and corrective maintenance of equipment and technological environments; • Monitor system performance and identify potential improvements or adjustments; • Document support tickets, incidents, and technical procedures in the knowledge base; • Execute backup and data recovery processes when necessary; • Guide users on best practices for system use and information security; • Assist in the deployment of new technologies and solutions with teams and clients; • Contribute to the continuous improvement of processes and technological infrastructure.

• Support in organizing and preparing alignment and discovery meetings with clients; • Assist in gathering technical and business requirements; • Support the development of technical-commercial proposals; • Organize project information, scopes and solutions; • Assist in mapping integrations between systems, software and hardware; • Support the analysis of technical documents and information; • Update and maintain the CRM with organized and up-to-date information; • Work alongside Sales, Product, Support and Operations teams; • Participate in technical and commercial trainings.

• Atender clientes e usuários por telefone, chat, e-mail ou ferramentas de suporte; • Diagnosticar e solucionar problemas relacionados a hardware, software, redes e sistemas; • Realizar configurações, instalações e atualizações de sistemas e aplicativos; • Apoiar na manutenção preventiva e corretiva de equipamentos e ambientes tecnológicos; • Monitorar o funcionamento de sistemas e identificar possíveis melhorias ou ajustes; • Documentar atendimentos, incidentes e procedimentos técnicos na base de conhecimento; • Realizar processos de backup e recuperação de dados quando necessário; • Orientar usuários sobre boas práticas de uso dos sistemas e segurança da informação; • Apoiar a implantação de novas tecnologias e soluções junto às equipes e clientes; • Contribuir para a melhoria contínua dos processos e da infraestrutura tecnológica.

• Respond to and follow up on technical tickets through the helpdesk system; • Provide support to customers in using Invenzi solutions; • Assist in the analysis, logging, and resolution of incidents; • Perform remote access for configurations and support (TeamViewer, AnyDesk); • Monitor tickets, systems, and response times (SLAs); • Escalate requests when necessary, ensuring the correct support workflow; • Contribute to technical documentation and the knowledge base; • Support testing and validation of solutions when required; • Participate in improvements to support and service processes; • Contribute ideas and enhancements for the Invenzi software; • Participate in technical discussions for implementation of the access control solution;

• Lead, develop, and motivate the Technical Support / Helpdesk team; • Ensure effective, empathetic, and solution-oriented service aligned with Invenzi's quality standards; • Manage SLAs, KPIs, and targets, turning data into actionable improvements; • Respond to critical incidents and escalations, ensuring speed and efficiency; • Design, review, and evolve support processes and workflows; • Work collaboratively with Development, Projects, and Operations teams, contributing directly to the evolution of solutions; • Translate support feedback into strategic input for continuous software improvement; • Ensure the standardization and upkeep of technical documentation and the knowledge base.