Job Description

IUANI | Customer Service and Technological Support

At IUANI we are looking for a person passionate about technology, customer service and problem solving.

If you enjoy helping users, analyzing technical incidents and providing solutions efficiently while generating an excellent service experience, this opportunity is for you.

*Your mission

Provide technical support to internal and external clients, ensuring timely and effective attention through different communication channels, guaranteeing the correct operation of technological platforms and tools.

*What will you do in your day to day life?
Diagnose and solve incidents related to platforms, software and technological tools.
Manage and track support tickets using tools such as Zoho Desk and Zoho CRM.
Respond to requests via chat, email and calls.
Escalate complex incidents to specialized teams when necessary.
Document solutions and contribute to the internal knowledge base.
Monitor service and resolution times in accordance with established SLAs.
Collaborate with different areas to improve processes and user experience.
Detect recurring patterns and propose preventive improvements.
Train and guide users on the correct use of platforms and tools.
Participate in follow-up meetings and area performance reports.

What we look for in you:

Training and experience

*Bachelor's degree completed in Systems, Information Technologies, Education or related field.
*Minimum experience of 3 years in technical support or user service.
*Experience in ticket management and CRM platforms.
Experience providing remote support desirable.

Knowledge and skills

*Management of operating systems, digital platforms and technological tools.
*Analytical ability and resolution of technical problems.
*Excellent communication and customer orientation.
*Organization and prioritization of tasks.
*Ability to work under pressure and handle multiple incidents simultaneously.
*Collaborative work and focus on continuous improvement.

Additional requirements
*Have your own laptop
*Workspace with optimal conditions for remote mode.
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