Analista de Suporte Pleno

• Blumenau
• Hybrid

Job Description

Overview

At MTech Systems our company mission is to increase yield in protein production to help feed the growing world population without compromising animal welfare or damaging the planet. We aim to create software that delivers real-time data to the entire supply chain that allows producers to get better insight into what is happening on their farms and what they can do to responsibly improve production.

MTech Systems is the industry-leading provider for Live Animal Protein Production Performance Management Tools. For over 30 years MTech Systems has provided cutting-edge enterprise data solutions for all aspects of the live poultry operations cycle. We provide our customers with solutions in Business Intelligence Live Production Accounting Production Planning and Remote Data Managementall through an integrated system. Our applications can currently be found running businesses on six continents in over 50 countries. MTech has built an international reputation for equipping our customers with the power to utilize comprehensive data to maximize profitability.

With over 200 employees globally MTech Systems currently has main offices in Mexico United States and Brazil with additional resources in key markets around the world. MTech Systems USAs headquarters is based in Atlanta Georgia and has approximately 95 team members in a casual collaborative environment. Our work culture here is based on a passion for helping our clients feed the world resulting in a flexible and rewarding atmosphere. We pride ourselves for having a working atmosphere that encourages collaboration exceptional development tooling training and ongoing opportunities to work with senior and executive management.

Job Summary

We are looking for a Technical Support to join the Support team. We are looking for a person who has strong technical proficiency with good communication skills. Able to diagnose and resolve technical problems quickly and effectively with empathy when interacting with customers. Collaborates with the team to continuously improve processes and customer service.

Responsibilities (3-4 bullets of responsibilities)

Will contribute to building multifaceted enterprise and customized applications for a diverse and growing international client base. Tasks will include:

Provides support for level 1 and level 2 queries about the use of the system

Develops and collaborates in the creation of materials to help clarify doubts (knowledge base);

Records the activities carried out in relation to support calls and derivatives;

Carrying out corrective and preventive maintenance on software keeping clients up to date;

Providing technical support to customers during the critical period of hypercare after Go Live;

Identify and resolve technical issues promptly to ensure minimal problems on recent projects;

Collaborate with development teams to resolve bugs and software issues impacting the post Go Live period;

Communicate effectively with clients to keep them informed of progress and problem resolution.

Document and report issues for continuous improvement and future reference.

Provides support for level 1 and level 2 system usage queries

Develops and keeps up-to-date materials that help clarify doubts (knowledge base);

Trains other employees in the area and promotes the transfer of support knowledge;

Records the activities carried out in relation to support and support derivatives;

Carrying out corrective and preventive maintenance on software keeping clients up to day;

Education and Experience (2-3 bullets for experience)

Education: Bachelors degree in a related field (or equivalent work experience).

• Years of experience: 3 years in Core business Support

EEO Statement
Integrated into our shared values is MTechs commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex age race color creed religion national origin disability sexual orientation gender identity veteran status military service genetic information or any other characteristic or conduct protected by law. MTech is committed to being a globally inclusive company where all people are treated fairly recognized for their individuality promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at MTech has an ongoing responsibility to respect and support a globally diverse environment.