• Always provides exceptional customer service • Provides initial support troubleshooting, answering questions and resolving basic problems and issues related to LAN/WAN-based software, desktop computing equipment, printers, network status and applications • Gathers information about the issue from the customer • Assists with simulating user issues to resolve • Escalates unresolved interactions appropriately • Documents all relevant customer interaction information thoroughly in the service management system • Analyzes basic issues and arrives at workable solutions • Provides callbacks or follow-up with the customer as necessary to close the ticket • Utilizes the call tracking system accurately, quickly, and efficiently recording all interactions with customers while consistently meeting established Service Desk Key Performance Indicators (KPI) • Performs routine procedures to remedy issues or when requested • Keeps customers informed of the status of their request • Assists with providing technical hints and tips to proactively assist customers

• Conduct interviews with key users and client teams to map and document existing workflows and systems within the prosecutor's office. Identify routines, bottlenecks, and unmet needs. Document the current process flow (AS-IS) in a clear and structured manner. • Based on the AS-IS assessment and in collaboration with the implementation consultancy and the client, participate in designing the optimized workflow and the future solution (TO-BE) within the case management system. Translate client needs by preparing a vision document. • Perform low- and high-complexity configurations and parameterization of the case management system according to the requirements identified in the TO-BE design. This includes configuring user profiles, permissions, workflows, document types, and other elements, ensuring adherence to the specific requirements of the prosecutor's office. • Develop test scenarios and validate the execution of functional and integration tests for the configured system. • Identify, log, and track the resolution of non-conformities (bugs or deviations from requirements). • Conduct client acceptance (homologation). • Provide intensive on-site or remote support during the system's go-live phase. Assist users with ad hoc troubleshooting and ensure a smooth transition to the new operation. • Collaborate on defining and managing the content production schedule, participating in meetings with clients and stakeholders to align expectations. Support the analysis of project diagnostic data and convert it into strategic content and communication plans, ensuring the materials meet real user needs. • Execute the technical and pedagogical development of content, including video recording, video scripting and timing, writing articles, creating exercises, and producing tutorials, all under review processes. Manage tasks and production deadlines, and keep the knowledge base (text, images, and videos) continuously updated as the system and client demands evolve. • Monitor access and engagement metrics for published materials, proposing and implementing optimizations to improve content performance and clarity. Support and directly conduct client training sessions using the produced materials as teaching aids to ensure effective knowledge transfer to end users.

**Nessa vaga, você irá... ** • Configurar e manter workflows operacionais conforme regras de negócio definidas; • Desenvolver automações de processos, incluindo regras condicionais, exceções e validações; • Configurar e monitorar integrações entre sistemas (APIs, webhooks, serviços externos); • Atuar em conjunto com BI e IA para operacionalizar decisões analíticas no sistema; • Identificar falhas em fluxos automatizados e propor melhorias estruturais; • Garantir documentação técnica das configurações realizadas; • Apoiar testes funcionais e validação de regras implementadas; • Contribuir para padronização e governança dos fluxos automatizados.

• At World Business Lenders (WBL), we provide flexible, short-term commercial loans backed by real estate to help small and medium-sized businesses across the United States, particularly those facing difficulties with traditional financing. • This position is a Contract/Consultant role with working hours typically from 9:00 am-6:00 pm Eastern Standard Time, Monday through Friday. Applicants should have an excellent command of the English language, both spoken and written.