Senior Support & Projects Technician (Sao Paulo, BR)

Quercus Technologies, S.L

Located in our offices in São Paulo, and reporting to the HQ Customer Services Director, his/her mission is to provide high quality service on two fronts:

The first at a proactive-organizational level, managing the projects of Quercus direct installations to end customers, coordinating suppliers, coordinating and supporting partners and internal staff.
The second is at a reacting level, providing technical support for medium-level cases and support requests from both internal and external customers.

Main functions & responsibilities:

1- At a proactive-organizational level (project management tasks):

  • Plan and coordinate the projects based on the technical and commercial offer.
  • Monitor the execution of projects, detecting and anticipating possible deviations.
  • Keep the client informed of the progress of the project.
  • Make the project commissioning, gathering feedback from all stakeholders (customers, suppliers and internal resources) in order to continous improve all the project processes and procedures, and share feedback with the interested departments (TO, R&D, Customer Service, Sales)

2- At a reacting level (Customer Service Technician tasks):

  • Manage internal and external incidents (telephone or email)
  • Configure, connect and start up equipment.
  • Troubleshooting (camera malfunction, investigation, log collection) by phone, by mail or on site.
  • Prepare and realize performance analysis of installation.
  • Collaborate with Experienced Technician to solve complex cases.
  • Scale Bugs to the Experienced Technician of the HQ.
  • Manage technical/commercial requests (technical sales support)
  • Contribute to the knowledgebase of the department.

Relay: The functions will be distributed throughout the team based on availability.

Training & expertise

  • Technical background: IT Systems engineering and PMI/Prince certification will be a plus
  • 3 years of experience in IT systems support & projects
  • Languages: Portuguese C1 & Spanish C1. English (B2) will be a plus

Competencies

  • Responsiveness and commitment
  • Proactivity & self-starter
  • Ability to analyse problems/incidents, formulate logical statements and propose problem resolution
  • Ability to manage multiple tasks
  • Open minded
  • Customer oriented
  • Communication skills (English included)
  • Results-oriented
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