• Provide support to internal users, resolving their IT support requests and service needs • Maintain the technology environment in compliance, in partnership with IAM, Information Security, and DevOps teams • Collaborate within a high-quality service center focused on excellent user experience, strong governance practices, and modern, effective processes • Drive incident reduction by participating in root cause analyses, continuous improvement initiatives, documenting technical procedures, and proposing automations and applications for artificial intelligence • Support a self-service approach, empowering users to initiate their own requests and accelerate resolution of their needs

• Deliver outstanding technical support via emails and chats • Build strong and lasting customer relationships • Keep up with evolving tools and technology • Handle sensitive customer data with care and security • Apply the latest and greatest customer happiness practices • Maintain deep understanding of client solutions and meet KPI • Communicate with developers and cross-functional specialists

• Handle service request (SR) support for the client's application environments; • Respond to incidents, ensuring service continuity according to established SLAs; • Create requests for responsible teams and resolver areas for analysis and permanent fixes; • Record and track incidents and requests in the standard tool; • Install, calibrate and relocate label printers (Zebra, Elgin and Honeywell); • Analyze integrations, including XML file structures and application logs; • Query MySQL databases for log analysis; • Execute system actions such as reprocessing exams; • Configure access, perform password resets and guide users on using the platform; • Interact with internal and external areas (business, finance, production, sales, suppliers and software houses); • Create and maintain documentation of activities performed in Confluence.

• Provide remote technical support via phone, email, and chat • Troubleshoot system and equipment issues using structured problem-solving • Guide customers through step-by-step solutions • Interpret alarms and system messages • Escalate complex cases when needed • Accurately document cases in CRM systems