Location: Brazil

Position Type: Full – Time (Remote Work)

Work Schedule: Flexible

Job Description

Provides first-level support to clients in the U.S., Brazil and LATAM. Accepts and logs all support calls, provides firstlevel research and resolution, and may refer to second-level support when higher skills are required to resolve the issue.

Role and Responsibilities

These responsibilities include but are not limited to:

Training phase:

• Visits to the field during first months
• Spend time with the IT PM Commissioning/Customer Support Manager and Support team, to know the types of calls without answering the phone calls at the beginning.
• Check parameters, spot problems between site backups or database backups

After training completion:

• Respond to customer support inquiries & update the ticket tracking system
• Support by Telephone or out-of-town on-site support of software installation, and configuration, as well as network and application software support.
• Follow-up internally & externally

Qualifications and Education Requirements

• Years of relevant experience: 0 – 2 years
• Education: Associate’s Degree (or other 2-year degree) or Bachelor’s Degree in Computer Science, Mechanical, Mechatronic or Electrical.
• Willingness to travel
• Bilingual (Portuguese and English). Spanish a plus
• Possess a valid work/travel US Visa
• Willingness to work evening hours
• Troubleshooting techniques and procedures using Windows OS, Windows Terminal services, PC desktop knowledge, networks, and PC (Windows domain) architecture
• Experience with MS SQL Server is desirable
• Some “hands-on” knowledge of electrical/electronic circuits, computer I/O modules and process concepts is highly desired
• Ease of learning, ambitions toward network or controls engineering

Winning Behaviors, competencies, skills

• Ability to adapt to changing technical specifications
• Results-oriented
• Instructing non-technical users to do something with business applications
• Service Orientation
• Ability to solve problems using critical thinking
• Team players able to get along with co-workers
• Good communication skills
• Knowledge in robotics and automation

Physical Demands

• Ability to wear Personal Protective Equipment (PPE) (Eye and Face Protection, Respirator) when needed

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