• Prestar suporte na identificação e solução de incidentes e/ou problemas nos sistemas NEXDOM • Esclarecer dúvidas sobre funcionalidades dos sistemas. • Sugerir melhorias de fluxos e processos com base nos atendimentos prestados. • Manter comunicação ativa durante os atendimentos via chat, e-mail, telefone e demais canais. • Reclassificar a severidade e o tipo de chamado, garantindo o fluxo correto de atendimento. • Registrar de forma completa a evolução e solução dos chamados, permitindo acompanhamento pelo solicitante. • Atuar com base em evidências dos incidentes, buscando atendimento assertivo. • Contribuir com a manutenção da biblioteca de pesquisa e gestão do conhecimento. • Cumprir e propor melhorias nos fluxos e diretrizes internos. • Compartilhar conhecimento com a equipe e manter atuação harmônica com os colegas. • Prestar atendimento com respeito, profissionalismo e empatia, visando uma experiência positiva. • Demonstrar escuta ativa, empática e objetiva com foco na resolução de problemas. • Executar outras atividades correlatas conforme solicitação da liderança. • Atuar sob orientação e supervisão próxima e contínua. • Manter-se atualizado com procedimentos, treinamentos e certificações da área. • Garantir o tratamento de chamados dentro do SLA acordado. • Interagir com áreas solucionadoras para tratativas conjuntas. • Estudar e analisar as demandas, encaminhando-as se necessário.

• Provide direct customer support for our products and solutions. • Successfully deliver on-site (and remote) post-sales commissioning and training services. • Manage and take ownership of Customer Support cases. • Participate in the 24/7 Service Level Agreement hotline during local office business hours and on-call during the weekend. • Support customers with remote online sessions when needed. • Proactively educate clients, business partners, and team members to enhance their product and solutions knowledge, technical acumen, and technical sales skills. • Develop and maintain knowledge base articles, user documentation, and guides to support products and services. • Maintain, configure, and schedule use of lab systems for all the larger remote Customer Success teams. • Maintain, configure, schedule, and deliver demo equipment and solutions for customers and tradeshows, while managing inventory and availability.

Role Description This is a non-exempt, temporary position expected to last 5 months (June through October). The schedule will be Monday through Friday (8:00am-5:00pm EST). This role is eligible for overtime in accordance with federal and state law and is not eligible for company benefits. You will assist customers with technical software and hardware related issues, database migrations, web-based portal configuration and help maintain customer satisfaction. The TSR1 will provide primary support to our customers across multiple software solutions and select hardware. The TSR1 will provide continual feedback to the Support and Operations Organization to continually improve the level of support and efficiency of systems. - Provide daily support to users of various systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation. - Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction. - Provide support on hardware and software solutions to meet client requirements, routinely observe operational performance, and assist/conduct data migrations when necessary. - Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel. - Increase personal technical knowledge by reading trade publications, operating manuals, and diagnostics information, and attending conferences or seminars when possible. - Develop training manuals and troubleshooting procedures to help both support personnel and end users interact properly with hardware and software. - Collaborate with technical staff and clients to establish goals and objectives for system improvements and upgrades. - Create and implement new processes to improve efficiency and customer satisfaction while reducing costs. Qualifications - High school diploma and willingness to learn through on-the-job training - Strong communication skills and ability to remain calm and professional in all circumstances - Quickly identify problems and execute step-by-step troubleshooting procedures Requirements - College degree - Microsoft A+ Certification - Bilingual English/Spanish - Working knowledge of Salesforce, Service Cloud, Jira, PC and Mac operating systems and Microsoft Office365 Applications Company Description Navigate360 is an Equal Opportunity Employer and does not discriminate against applicants due race, color, religion, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or other legally protected status.

• Provide technical support to a mix of technical and non-technical customers • Diagnose, troubleshoot, repair and debug complex software and/or networked systems • Create, resolve, and maintain tickets, while escalating tickets to other teams as necessary • Inform management of important issues regarding personnel, performance, customer perception, and project statuses • Maintain accurate records of all activities and interactions in Salesforce