The main task of a technical support analyst is to offer computer technical assistance to partners who have any type of problem or incidence with the use of any Rappi application.
Resolving skills, agility, good communication, proactivity, ability to work under pressure and teamwork are required for this job.
Assistance or support is done via chat. Availability of time is required for night shifts or weekends.
What you are going to do :
Capture requirements and manage application incidents impacting our partners.
Understand tech issues and their root causes.
Perform solution management.
Explain the problem to team members and the client.
Assist with resolution of incidents in the store application.
Assist Key Account Managers on the incidents of the configuration and / or requirements of the store.
Assist users in doubts about the use or resolution of problems of the application, once it is in production.
Replicate of errors reported in production.
Answer queries about the use of the User System.
Escalate the detected issue to the development area or map it.
Document the frequent inquiries with their respective answers.
Configuration of stores, partners, devices if required to support the area in charge.
We are looking for :
Deep desire to work in a startup environment, helping the company grow.
Ability to communicate ideas in a clear and structured way.
Engineer / Technologist and / or engineering student.
Working knowledge of SQLKnowledge in handling tracking tools.
Availability of time for shift management.
You must have :
Experience in tech support (2 years or more).
Fluency in English or Portuguese.