• Provide advanced technical support for media and television systems • Troubleshoot complex issues involving commercial TVs, media distribution systems, set-top boxes, and streaming devices • Serve as a technical escalation point for Tier 1 agents • Diagnose system-level issues involving network connectivity, device firmware, and media platform configurations • Coordinate with engineering or technical teams to resolve advanced issues • Provide detailed documentation of troubleshooting processes and solutions • Assist in improving support processes and knowledge base documentation

• Prestar suporte aos clientes por meio de ferramentas de acesso remoto e chat online; • Acompanhar clientes, sejam iniciantes ou experientes, na utilização da plataforma; • Participar de reuniões periódicas com o time de Customer Success para avaliar melhorias nos processos; • Identificar problemas enfrentados pelos clientes e oferecer soluções eficazes; • Construir um relacionamento duradouro e valioso com os clientes; • Gerar relatórios detalhados sobre problemas identificados e soluções implementadas.

• KPI-based AI strategy: Identify and prioritize use cases based on a solid business-case calculation • Develop pragmatic roadmaps that combine quick wins with long-term scalability and value creation • Advise on optimizing business processes with AI to create structural efficiency gains • Select tools and architectures with consideration for Total Cost of Ownership (TCO) and scalability • Regularly track and report the real impact of implemented AI solutions to the investment teams • Enable teams to use AI independently and responsibly to build sustainable capabilities across the portfolio

• Monitor support channels (email, Salesforce, internal systems) for incoming issues • Respond to and resolve IT support requests in a timely manner • Troubleshoot issues remotely (POS systems, user access, basic network issues) • Escalate complex issues to senior IT or external providers when required • Provide support for retail stores experiencing system or POS issues • Assist with troubleshooting hardware and software issues • Ensure minimal disruption to store operations • Maintain and support the company’s ERP system (e.g., Pronto or equivalent) • Clean and maintain data including: Old orders, Work orders, Incomplete or incorrect records • Ensure system data remains accurate and usable for reporting and operations • Monitor Salesforce and other platforms for support tickets or alerts • Track issues through to resolution • Maintain clear records of problems and fixes • Assist with user account setup and access management • Support internal systems and applications • Perform routine system checks and basic maintenance tasks.