• Handle Level 3 incident tickets end-to-end, ensuring timely resolution in line with SLAs. • Work with Problem Managers to identify root causes, support trend analysis, and drive permanent fixes. • Manage urgent and high-priority customer engagements, driving timely solutions. • Work closely with R&D on troubleshooting, reproducing issues, and analysing logs. • Create and maintain product knowledge-base articles and internal tools to support both customers and Neat teams.

• Lead and support a team responsible for keeping client systems running smoothly. • Manage and investigate support tickets from clients, including errors, configuration requests, and operational issues. • Analyze logs, API behavior, monitoring alerts, and system data to identify the root cause of problems. • Coordinate with stakeholders and cross-functional teams to resolve issues efficiently. • Make or coordinate configuration changes within the system based on client needs. • Use tools like DataDog or similar platforms to monitor system health and performance. • Use API tools such as Postman, Insomnia, or curl to test requests, validate behavior, and troubleshoot issues.

Role Description Temos uma oportunidade incrível para Assistente de suporte - Uberlândia/MG. A Positivo S+ é uma empresa de tecnologia, com foco em soluções inovadoras para diversos segmentos. Buscamos um time de profissionais engajados e apaixonados por fazer a diferença. Principais Atividades: - Prestar suporte inicial aos chamados de usuários; - Receber e gravar todas as chamadas dos usuários via canais de atendimento descritos em nossa proposta técnica; - Gravar e acompanhar incidentes e reclamações; - Prover uma avaliação inicial dos incidentes; - Monitorar / escalar incidentes vinculados ao objeto desta proposta, segundo Acordo de Nível de Serviço; - Comunicar o impacto das mudanças planejadas aos usuários, desde que sejamos comunicados previamente pelas áreas demandantes; - Esclarecer dúvidas de usuários da CONTRATANTE quanto ao uso de sistemas operacionais, softwares básicos, bem como quanto à configuração, instalação, funcionamento e manutenção de equipamentos e componentes de TI, incluindo smartphones; - Fechar os incidentes vinculados ao objeto desta proposta com confirmação do usuário final; - Manter os usuários informados sobre o progresso de suas requisições; Qualifications - Curso Técnico completo ou graduação na área de TI em andamento. Benefits - Convênios médico e odontológico; - Seguro de Vida; - Vale Alimentação/Vale Refeição; - Vale Transporte; - Clube de Descontos; - Acesso ao Wellhub (academias) e Mente Tranquila; Company Description Se você se identifica com essa vaga e quer crescer junto com a Positivo S+, inscreva-se agora e venha fazer parte do nosso time.

• Providing omni-channel support for complex questions/problems for product suites to ensure our customers achieve their desired business outcomes. • Delivering a superior customer experience by exhibiting core principles of empathy, expertise, value, and speed. • Maintaining a professional attitude and utilizing technical expertise to resolve problems quickly and effectively. • Acting as a first-level interface with customers when problems/questions are identified with Broadcom Software. • Requesting documentation for review and analysis when appropriate to determine the problem and provide applicable maintenance. • Efficiently utilizing available resources to review and analyze documentation sent by customers. • Uploading logs, dumps, and other documentation for review. • Attempting to recreate errors on available mini systems if the problem has not been previously reported. • Engaging Sustaining Engineering (SE) to analyze data if necessary. • Providing resolutions or existing fixes to customers. • Handling multiple cases efficiently and providing clear communication to colleagues or SE. • Following documented guidelines for case hygiene to provide clear, concise, and timely updates. • Acting as a teammate and collaborating with colleagues for continuous coverage. • Constantly striving to expand product knowledge through formal learning and self-study.