• Ser el punto de contacto principal para clientes de Latinoamérica. • Resolver incidencias funcionales y técnicas relacionadas con la plataforma. • Gestionar tickets y garantizar una experiencia de soporte excepcional. • Capacitar usuarios y acompañarlos durante la implementación y adopción del sistema. • Crear tutoriales, manuales y materiales de formación. • Colaborar con equipos de desarrollo y otras áreas para encontrar soluciones efectivas. • Contribuir a la mejora continua de la experiencia del cliente.

• Provide guidance and troubleshooting support to internal teams on business applications usage. • Manage system access requests and resolve issues via Slack, Zendesk, and admin tools. • Escalate complex issues to relevant departments, such as Product Management, Order to Cash, Deal Desk, and Systems Engineering. • Document and tag interactions to support process improvement and reporting. • Collaborate with internal teams to ensure a seamless support experience. • Stay updated with system changes and best practices through training and ongoing learning.

• Provide remote IT support for Vālenz staff and executives, delivering timely and effective solutions. • Monitor and resolve IT support requests through the internal ticketing system. • Escalate tickets to higher-level technicians and other teams as needed. • Diagnose and resolve issues with Office 365, encryption tools, endpoint management, and application access. • Support administration of Microsoft Intune, Microsoft 365, and Teams Voice. • Contribute to account management in systems such as EntraID, Active Directory, and other cloud services. • Install, configure, and repair computer hardware and software. • Assist in creating and maintaining IT documentation, SOPs, and end-user self-service resources. • Help migrate and update IT documentation into new platforms. • Collaborate with business units to ensure IT solutions meet needs and align with business objectives. • Participate in a rotating on-call schedule to support critical after-hours IT issues. • During your assigned week, you'll respond to urgent requests outside of normal business hours. Additional compensation is provided for on-call coverage. • Perform other duties as assigned.

• Provide user support and assistance for IT applications, including installation, configuration, best practices, issue resolution, service request management, and IT and technical incident management. • Help keep IT equipment up and running, particularly through server administration. • Serve as technical collaborator and provide discipline-specific support for your unit’s activities, initiatives and processes. • Research and analyze processes, information management and data processing. • Provide technical support for projects and operational issues and incidents. • Conduct technical research and analysis and serve as resource person for the submission of solutions. • Roll out and maintain software and manual and automated processes. • Train users. • Manage inventory. • Prepare technical notes to enhance the skills and knowledge of users and their teams. • Help practitioners follow your unit’s processes and use its tools and systems.